Who We Are:
Bandwidth, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support. Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!
At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband
What We Are Looking For:
The Product Support Engineer provides technical customer support for the wholesale, enterprise, and SaSS and Apps product offerings. You will support the customer’s experience interacting with the Bandwidth API suite ( Voice, Messaging, Number Management, WebRTC, and Emergency Services). This position requires technical expertise in Local and Wide Area Networks, Web Application development/deployment, API architecture, VOIP/SIP Trunking, and SMS Messaging.
What You'll Do:
- Troubleshoot customer API, VOIP, SMS, MMS, Origination, and network issues, while continually developing a deeper understanding of Voice, messaging, and Web Services (WebRTC, GitHub, AWS, etc) used by our customers to support their missions.
- Assist customer integration to the Bandwidth API suite.
- Review customer interactions with our API endpoints to troubleshoot ongoing issues.
- Provide oral and written technical problem root cause analysis, resolution, and application support
- Regularly review and update team processes and documentation to reflect product changes increasing team efficiency.
- Diagnose bugs and other software issues and create detailed reports for development teams.
- Own the customer communication and act as a liaison between Development teams and customers.
- Works in tandem with Development and Product teams to ensure team-specific and larger Operations’ needs are being met for new product offerings and improvements.
- Contributes to ongoing internal development projects to increase ticket and workflow efficiency within the larger TAC.
- Handle tickets that require advanced technical knowledge and depth.
What You Need:
- Bachelor’s degree is preferred but an Associate degree with additional VoIP and/or Software development experience is acceptable.
- Intermediate level knowledge of API technologies/techniques REST and/or other web services.
- Solid understanding of data structures and relationships.
- At least two years of direct customer service experience, including supporting, documenting, and maintaining customer-facing APIs and/or supporting VoIP networks.
- Functional understanding of Voice over Internet Protocol (VoIP) and Session Internet Protocol (SIP) is a must.
- Functional understanding of software development concepts including debugging, development, and deployment in one or more of the following languages. C#, Java, Node.js, PHP, Python, Ruby.
- Develop and demonstrate an advanced level understanding of all products with an expert level understanding of a subset of them.
- Ability to create clear documentation for complex troubleshooting processes.
- Demonstrated professional communication skills, both written and verbal.
- Experience Consuming, building, or documenting REST APIs.
Bonus Points:
- Bachelors or Associate degree in Computer Science, Web development or design, Database management, Information Technology, or similar course of study.
- Extensive experience supporting, documenting, or maintaining customer-facing APIs.
- Active GitHub profile with contributions to the community or open-source projects.
- Experience building applications that interact with REST APIs.
- One year of QA experience
- Expert-level understanding of common networking and/or web concepts. (SIP, HTTP, SMPP, MM4, TLS, WebRTC)
- Demonstrated history of creating applications in modern, general-purpose programming languages (e.g., Java, .Net, Ruby, Python, PHP, Javascript, etc.).
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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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.
