Evening Telecom Support Analyst: SMPP/NNID & Deliverability

Bandwidth Recruitment; Raleigh (NC); On-site; USD 60,000 - 80,000; Full time

Benefits offered by this job

100% Medical, Vision, & Dental for you

4 weeks PTO

PTO Embargo policy

Volunteer time and Bandwidth challenge

Job summary

Bandwidth is seeking a Product Support Analyst to be the first point of contact for customers with SMS/MMS issues, focusing on basic troubleshooting, query resolution, and monitoring message deliverability. You will work the second shift (11am–8pm EST) and collaborate with senior team members to escalate complex problems and improve support efficiency.

Responsibilities include provisioning NNIDs, reporting on service performance, and coordinating with developers to relay user feedback.

Qualifications

• Bachelor’s degree or higher in Telecommunications, Business, Information Technology, Computer Science or related field.
• 2+ years of experience in software/telecom support roles.
• Knowledge of SMS/MMS technologies, common issues, and best practices.
• Strong customer service principles and communication skills.
• Basic knowledge of SMPP, API, and MM4 protocols and troubleshooting procedures.
• Analytical, multitasking, problem-solving abilities; ability to collaborate with carriers and internal teams.

Responsibilities

• Provide technical support for SMPP/MM4 connections and troubleshoot connectivity issues.
• Monitor and optimize SMS/MMS message deliverability.
• Assist in NNID provisioning and configuration for messaging services.
• Offer direct customer support via phone, email, or ticketing system.
• Document issues and resolutions; prepare reports on service performance.
• Collaborate with development teams to relay customer feedback and assist in fixes.
• Participate in training sessions to improve technical skills.
• Handle incident detection, reporting and resolution with cross-team coordination.
• Gather customer feedback to improve products and services.

Skills

Analytical Thinking

Multitasking

Problem Solving

Communication Skills

Education

Bachelor's degree or higher

Telecommunications / IT background

Job description

Bandwidth is seeking a Product Support Analyst to be the first point of contact for customers with SMS/MMS issues, focusing on basic troubleshooting, query resolution, and monitoring message deliverability. You will work the second shift (11am–8pm EST) and collaborate with senior team members to escalate complex problems and improve support efficiency.

Responsibilities include provisioning NNIDs, reporting on service performance, and coordinating with developers to relay user feedback.