Salary:
₹11–13 LPA, based on experience and qualifications
Role Summary
Hex Wireless is looking for a
results-driven Assistant Vice President – Product Support & Delivery
to lead the overall product support, customer deployment, and technical delivery operations for our
White-Label A2P SMSC/CPaaS platform
across cloud and on-premise environments.
The ideal candidate will be responsible for ensuring high-quality customer support, successful deployments, timely resolution of production issues, and continuous improvement of support and delivery processes.
Key Responsibilities
- Own end-to-end
L1/L2/L3 product support
and customer escalations.
- Lead customer
deployment, configuration, upgrades, and go-live activities
.
- Coordinate with
Engineering, DevOps, and Customer Success
teams to resolve complex technical issues.
- Drive
SLA compliance, incident management, RCA, and production issue resolution
.
- Establish and continuously improve
support processes, SOPs, documentation, and knowledge bases
.
- Lead, mentor, and develop the
Product Support & Delivery team
.
- Ensure smooth
technical onboarding
and provide an excellent ongoing customer experience.
- Monitor support and delivery performance against defined KPIs.
- Identify recurring technical issues and drive preventive and corrective actions.
- Work closely with customers to understand technical requirements and ensure successful implementation.
Technical Skills
Candidates should have practical knowledge of the following:
- Linux OS & Firewall
– Basic administration and troubleshooting.
- Docker
– Basic containerization and deployment knowledge.
- REST/SOAP APIs & Postman
– API testing and troubleshooting.
- TCP/IP & HTTP/HTTPS
– Connectivity and protocol troubleshooting.
- Wireshark
– Packet-level network troubleshooting.
- SSL/TLS
– Certif