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 – Certificat