Product Support Analyst (2nd Shift, 11am - 8pm)
The Product Support Analyst at Bandwidth serves as the initial point of contact for customers experiencing technical issues with SMS/MMS services. This role is integral to the company's commitment to delivering exceptional communication solutions across voice, messaging, and emergency services. Operating during the 2nd shift from 11 am to 8 pm EST, the analyst collaborates closely with senior team members to ensure efficient and effective support.
Key responsibilities include troubleshooting and resolving issues related to SMPP and MM4 connections, monitoring and optimizing SMS/MMS message deliverability, and managing the provisioning and configuration of NetNumber IDs (NNIDs) essential for messaging services. The analyst also provides direct support to customers via phone, email, or ticketing systems, maintains detailed records of technical issues and resolutions, and collaborates with development teams to communicate customer feedback and assist in the development of new features or fixes.
Candidates should possess a bachelor's degree, preferably in Telecommunications, Business, Information Technology, Computer Science, or a related field, along with at least two years of experience in software or telecom support roles. A basic understanding of SMS/MMS technologies, familiarity with SMPP, API, and MM4 protocols, and strong analytical thinking and problem-solving skills are essential. Effective verbal and written communication skills are also required to build and maintain relationships with carriers and internal stakeholders.
Bandwidth offers a comprehensive benefits package, including 100% company-paid medical, vision, and dental coverage for employees and their families, four weeks of paid time off for new hires, and additional PTO earned through volunteer hours and company challenges. The company also provides unique perks such as 90-minute workout lunches and unlimited meetings with an in-house nutritionist.
The company fosters a culture that values work-life balance and personal well-being, as evidenced by its "Whole Person Promise." This commitment ensures that employees can have meaningful work and a full life, supported by policies like PTO embargoes to protect personal time and programs like "Mahalo moments" that grant additional time off for significant life events.