Job Description

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Company: Hex Wireless Private Limited

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Position : Asst VP – Product Support & Delivery.

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Location: Vadodara, Gujarat

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Employment Type: Full-Time

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Experience: 5–7 Years

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Salary: ₹11–13 LPA, based on experience and qualifications

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Role Summary

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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.

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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.

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Key Responsibilities

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- Own end-to-end L1/L2/L3 product support and customer escalations.
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- Lead customer deployment, configuration, upgrades, and go-live activities .
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- Coordinate with Engineering, DevOps, and Customer Success teams to resolve complex technical issues.
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- Drive SLA compliance, incident management, RCA, and production issue resolution .
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- Establish and continuously improve support processes, SOPs, documentation, and knowledge bases .
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- Lead, mentor, and develop the Product Support & Delivery team .
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- Ensure smooth technical onboarding and provide an excellent ongoing customer experience.
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- Monitor support and delivery performance against defined KPIs.
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- Identify recurring technical issues and drive preventive and corrective actions.
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- Work closely with customers to understand technical requirements and ensure successful implementation.
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Technical Skills

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Candidates should have practical knowledge of the following:

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- Linux OS & Firewall – Basic administration and troubleshooting.
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- Docker – Basic containerization and deployment knowledge.
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- REST/SOAP APIs & Postman – API testing and troubleshooting.
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- TCP/IP & – Connectivity and protocol troubleshooting.
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- Wireshark – Packet-level network troubleshooting.
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- SSL/TLS – Certificate management and connectivity troubleshooting.
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- SSH, Proxy & VPN – Remote access and network connectivity troubleshooting.
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- SMPP, SMSC, A2P Messaging & SMS Routing – Understanding of telecom messaging technologies is highly preferred.
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Key Performance Indicators (KPIs)

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The role will be evaluated based on:

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- SLA Compliance
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- MTTR / Resolution Time
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- Successful Customer Deployments & Upgrades
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- Production Incident Management
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- Customer Escalation Management
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- Customer Satisfaction
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- Support Team Performance & Process Improvement
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Benefits

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- Health Insurance (Optional)
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- Provident Fund and ESIC benefits
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- Professional development and learning opportunities
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- Up to 2 Work-from-Home days per month during applicable periods (for female candidates only)
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- Team-oriented and inclusive work culture
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How to apply ?

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Ready to take the next step in your career?

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Submit your application here :

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What Happens After you Apply?

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1. Application Confirmation

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Once you successfully submit your application, you will receive a confirmation email at your registered email address. Please complete the screening call process within 48 hours of receiving the email.

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2. Interview Process

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If your profile is shortlisted during the screening stage, the second and/or third interview rounds will be scheduled within one week.

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3. Final Decision

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The entire hiring process is typically completed within 5–7 working days from the date of your application.

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About Hex Wireless

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Hex Wireless Private Limited , headquartered in Vadodara, Gujarat,



is a software development and enterprise communication technology company with extensive expertise in the telecom sector.

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With a strong team of software engineers, technology professionals, sales, and support experts, Hex Wireless has built and delivered a wide range of customized communication solutions leveraging cloud telephony, voice, and data technologies.

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With a legacy spanning more than a decade, our product portfolio includes enterprise messaging middleware, SMS Hubbing via SMPP, A2P messaging solutions, and CPaaS technologies .

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Our White-Label CPaaS platform provides a comprehensive suite of enterprise communication solutions, including:

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- A2P Messaging
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- WhatsApp Business API
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- RCS Business Messaging
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- SMPP-based messaging
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- Enterprise communication solutions
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Today, our solutions are trusted by 120+ enterprises across 40+ countries , helping businesses deliver reliable and scalable communication services globally.

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We continue to evolve as a team of professionals with diverse expertise in the enterprise communication and telecom technology space .

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Who Are Our Clients?

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We work with organizations across the enterprise communication ecosystem, including:

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- Small and Medium Enterprises
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- A2P Messaging Aggregators
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- MVNOs
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- Telecom Operators
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- VoIP Aggregators
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- ISPs
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- Hosting Companies
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- Large Marketing Companies
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With the rapid evolution of CPaaS and omnichannel communication channels , including WhatsApp Business API and RCS, the demand for white-label, plug-and-play, off-the-shelf communication solutions has grown significantly.

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We are looking for professionals who are excited about helping us take these solutions to a larger B2B audience globally .

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Interested in Joining Us?

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If you are passionate about telecom, CPaaS, A2P messaging, customer delivery, technical support, and building high-performing teams , we would love to hear from you.

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Apply now and be part of Hex Wireless's journey to redefine enterprise communication.

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Website:

📌 Asst VP - Product Support & Delivery. (Vadodara)
🏢 Hex Wireless
📍 Vadodara