Asst VP Product Support (Vadodara)

Company: Hex Wireless Private Limited Position : Asst VP Product Support & Delivery. Location: Vadodara, Gujarat Employment Type: Full time Experience: 57 Years Salary: 1113 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 Certificate management and connectivity troublesho .