Bandwidth

Product Support Analyst (Messaging)

Raleigh, NC

Sponsorship not specifiedDetected 21 days ago

Customer SupportCommunicationCollaborationProblem Solving

About the role

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.
And as communications shifts to AI, we're the infrastructure layer making it possible.

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.
Documentation and Reporting: Maintain records of technical issues and resolutions
Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues.
2+ years experience in software/telecom support roles
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.
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.

Strong ability to analyze complex data, understand, and make data-driven decisions.

Bachelor's degree (or higher)
Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.

Familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices.
Customer Service
Introductory
Analytical Thinking: Strong ability to analyze complex data, understand, and make data-driven decisions.
The Whole Person Promise:
All new hires receive four weeks of PTO.
Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
Participate in training sessions to improve technical skills.

100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
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.
"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.
Learning and Development: Participate in training sessions to improve technical skills.

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
At Bandwidth, we shape how the world connects.
Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful.
We're experts who speak like humans.
Ready to build what's next? #JoinTheBand
What We Are Looking For:
A Product Support Analyst (Messaging) 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.

This listing is sourced directly from Bandwidth's careers page and normalized into a canonical job model.