Asst VP – Product Support & Delivery

Position: Asst VP – Product Support & Delivery.
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 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, Dev Ops, 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  – Certificate management and connectivity troubleshooting.
SSH, Proxy & VPN  – Remote access and network connectivity troubleshooting.
SMPP, SMSC, A2P Messaging & SMS Routing  – Understanding of telecom messaging technologies is highly preferred.

Key Performance Indicators (KPIs)
The role will be evaluated based on:
SLA Compliance
MTTR / Resolution Time
Successful Customer Deployments & Upgrades
Production Incident Management
Customer Escalation Management
Customer Satisfaction
Support Team Performance & Process Improvement

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

How to apply

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What Happens After you Apply?

1. Application Confirmation
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.
2. Interview Process
If your profile is shortlisted during the screening stage, the second and/or third interview rounds will be scheduled within one week.
3. Final Decision

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

Hex Wireless Private Limited , headquartered in Vadodara, Gujarat, is a software development and enterprise communication technology company with extensive expertise in the telecom sector.

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.

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 .

Our  White-Label CPaaS platform  provides a comprehensive suite of enterprise communication solutions, including:
A2P Messaging
Whats App Business API
RCS Business Messaging
SMPP-based messaging
Enterprise…