Who We Are:
At Bandwidth, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.
Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible.
We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.
We're experts who speak like humans. Ready to build what's next? #JoinTheBand
What We Are Looking For:
A Product Support Analyst will be the first point of contact for customers experiencing technical issues with SMS/MMS services, focusing on basic troubleshooting and query resolution. The role includes assisting in monitoring message deliverability and managing the initial stages of NNID provisioning. You will collaborate closely with senior team members, escalating complex issues and contributing to the overall efficiency of our technical support services.
This is a second shift position, working the hours of 11am - 8pm EST.
What You'll Do:
- Technical Support for SMPP/MM4 Connections: Troubleshoot and resolve issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues.
- Message Deliverability Oversight: Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission.
- Provisioning of NNIDs: Manage the provisioning and configuration of NetNumber IDs (NNIDs) necessary for messaging services.
- Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticking system.
- Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues.
- Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes.
- Learning and Development: Participate in training sessions to improve technical skills.
- Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions.
- Feedback Collection: Gather customer feedback to improve products and services.
What You Need:
- Education:
- Bachelor’s degree (or higher)
- Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.
- Experience:
- 2+ years experience in software/telecom support roles
- Knowledge:
- Telecom Operations: Basic Understanding of SMS/MMS Technologies: Familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices.
- Customer Service Skills: Knowledge of customer support principles and techniques, focusing on effective communication and problem-solving.
- Introductory Technical Skills: Basic knowledge of SMPP, API, and MM4 protocols, with an ability to follow established procedures for troubleshooting and support.
- Skills:
- Analytical Thinking: Strong ability to analyze complex data, understand, and make data-driven decisions.
- Multi-Tasking: Excellent capability to manage and prioritize multiple cases and tasks effectively in a dynamic environment.
- Problem-solving: Skilled in identifying issues, developing solutions, and implementing effective case resolution.
- Communication and Relationship Building: Effective verbal and written communication skills, with the ability to build and maintain relationships with carriers and internal stakeholders.
The Whole Person Promise:
At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…
- 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
- All new hires receive four weeks of PTO.
- PTO Embargo. When you take time off (of any kind!) you’re embargoed from working. Bandmates and managers are not allowed to interrupt your PTO – not even with email.
- Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
- “Mahalo moments” program grants additional time off for life’s most important moments like graduations, buying a first home, getting married, wedding anniversaries (every five years), and the birth of a grandchild.
- 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.
Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.
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Skills Required
- Bachelor's degree or higher
- 2+ years of experience in software or telecommunications support roles
- Basic understanding of SMS and MMS technologies
- Basic knowledge of SMPP, API, and MM4 protocols
- Ability to troubleshoot and support technical issues using established procedures
- Strong analytical thinking and data-driven decision-making skills
- Ability to manage and prioritize multiple cases and tasks
- Problem-solving skills
- Effective verbal and written communication skills
- Ability to build and maintain relationships with carriers and internal stakeholders
- Education in Telecommunications, Business, Information Technology, Computer Science, or a related field
Bandwidth Inc. Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Bandwidth Inc. and has not been reviewed or approved by Bandwidth Inc..
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Healthcare Strength — Health coverage is described as company‑paid for employees and families in U.S. locations, contributing to a standout benefits package.
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Leave & Time Off Breadth — Generous PTO, protected time away through a PTO embargo, extra Mahalo Moments days, and a dedicated volunteer day emphasize meaningful time off.
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Parental & Family Support — Paid parental leave, adoption assistance, and family‑oriented offerings such as onsite early‑childhood care at the Raleigh HQ reinforce a family‑friendly approach.
Bandwidth Inc. Insights
What We Do
Bandwidth is a software company that’s transforming the way people communicate and challenging the standards of old telecom. Together with our customers, we’re unlocking remarkable value, questioning the status quo, and helping people interact with technology and one another, oftentimes in ways they never dreamed possible. Haven’t heard of Bandwidth? You’ve probably used one of our products before. We power some of the most important communications technologies on the market today—names like Google, Skype and Ring Central to name a few. At Bandwidth, we’ve got a passion for doing things the other way—imagining what they could be and uncovering opportunities to take a new approach to create what should be. We’re out to disrupt the century-old rules of the telecom industry—and that means doing things differently in every area of our business. It’s in the way we treat our people, and how we create with our customers. Whether our engineering teams are crunching code during all-night hack-a-thons or our team members are competing in a Big Idea competition, we love to dive in and get our hands dirty. No idea at Bandwidth is too big or too small, and every voice gets a listen. Our folks have diverse backgrounds from all over the world. Crave innovation? We live for it. No one here is getting a blue ribbon for shaking their head and agreeing with the higher ups. At Bandwidth, we don’t hold back. We speak our minds, share our ideas—and let them soar. We think, we dream, we reimagine what’s possible…because we know that’s the only way we can unlock remarkable value. And that’s what really gets us fired up.
