Evening Product Support Analyst (SMS/MMS & NNID)

Bandwidth Recruitment; Raleigh (NC); On-site; USD 60,000 - 75,000; Full time

Benefits offered by this job

Medical, Vision, & Dental coverage for

4 weeks PTO

PTO Embargo policy

Volunteer time off

Mahalo moments time off

Lunch-time workouts

Job summary

Bandwidth is seeking a Product Support Analyst for the second shift (11am–8pm EST). You will be the first contact for customers, troubleshooting SMS/MMS issues and assisting with NNID provisioning, working with senior team members to resolve complex cases.

You will monitor deliverability, coordinate with development teams, and contribute to incident management and documentation while continuing training to enhance technical skills.

Qualifications

• Bachelor's degree in a related field.
• 2+ years in software/telecom support roles.
• Knowledge of SMPP, API and MM4 protocols.
• Strong analytical and problem-solving skills.
• Excellent communication and relationship-building abilities.

Responsibilities

• Provide technical support for SMPP/MM4 connections and troubleshoot issues.
• Monitor and optimize SMS/MMS message deliverability.
• Assist provisioning and configuration of NNIDs.
• Support customers via phone, email, or ticketing system.
• Document issues and resolutions; report on service performance.

Skills

Analytical thinking

Multi-tasking

Problem-solving

Communication

Relationship building

Education

Bachelor's degree

Tools

SMPP

API

MM4

Job description

Bandwidth is seeking a Product Support Analyst for the second shift (11am–8pm EST). You will be the first contact for customers, troubleshooting SMS/MMS issues and assisting with NNID provisioning, working with senior team members to resolve complex cases.

You will monitor deliverability, coordinate with development teams, and contribute to incident management and documentation while continuing training to enhance technical skills.