Company:
Hex Wireless Private Limited

Position
: Asst VP – Product Support & Delivery.

Location:
Vadodara, Gujarat

Employment Type:
Full time

Experience:
5–7 Years

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 settings.

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

📌 Asst Vp – Product Support Vadodara (India)
🏢 Hex Wireless
📍 India