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:
The Product Support Engineer serves as a technical expert, investigating and resolving complex customer-reported issues related to our products and API functionality. This role combines deep technical troubleshooting with a focus on understanding customer workflows and providing valuable feedback to our product and engineering teams to improve product functionality and overall customer experience. The Product Support Engineer I will be a key contributor to ensuring product quality and customer satisfaction.
What You’ll Do:
- Investigate and resolve complex technical issues reported by customers, escalating to engineering when necessary.
- Reproduce and document customer-reported issues, providing detailed information for engineering teams.
- Analyze customer data, logs, and system configurations to identify root causes of problems.
- Collaborate with engineering, product, and other internal teams to resolve issues and implement improvements.
- Communicate technical solutions and workarounds to customers in a clear and concise manner.
- Create and maintain internal documentation, knowledge base articles, and troubleshooting guides.
- Participate in product testing and validation efforts, providing feedback on usability and functionality.
- Advocate for customer needs and feedback within the organization, ensuring that customer perspectives are considered in product development.
- Stay up-to-date on product features, functionality, and technical specifications.
- Participate in on-call rotation and provide support during off-peak hours as needed.
What You Need:
- Bachelor's degree in Computer Science, Engineering, or a related technical field.
- 1-3 years of experience in technical support, software development, or a related field.
- Must have understanding of voice networks
- Familiar with APIs and software development concepts
- Customer ticketing system knowledge such as SalesForce, Remedy, Zendesk, etc.
- Strong troubleshooting and problem-solving skills.
- Proficiency in at least one programming language (e.g., Python, Java, Go).
- Experience with Linux operating systems and command-line tools.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Familiarity with cloud computing platforms (e.g., AWS, Azure, GCP) is a plus.
Bonus Points:
- Experience with scripting languages (e.g., Bash, PowerShell).
- Experience with database technologies (e.g., MySQL, PostgreSQL).
- Relevant certifications (e.g., CompTIA A+, AWS Certified Cloud Practitioner).
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 in Computer Science, Information Technology, or related technical field
- 1-2 years of experience in technical support or related field
- Proficiency in Networking, VoIP/SIP, and SMS/MMS applications
- Experience troubleshooting LAN/WAN, router configurations, VoIP, HTTP messaging, 911 or Toll-Free
- Ability to analyze call flows, packet captures, and system logs
- Experience using ticketing systems and providing support via phone and email
- Excellent communication and interpersonal skills
- Strong problem-solving skills and ability to multitask in a fast-paced environment
- Ability to work independently and collaboratively in teams
- Certifications such as Network+, CCNA
- Experience with PSTN, PBX, HTTP Messaging, or enterprise telephony
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.
