Messaging Support Analyst — SMPP/MM4 & Deliverability

Insight Enterprises; Montgomery (AL); On-site; USD 70,000 - 95,000; Full time

Benefits offered by this job

Medical, Vision & Dental coverage

Four weeks PTO

Mahalo moments program

Workout lunches & nutritionist

Job summary

Bandwidth is seeking a Product Support Analyst (Messaging) to resolve advanced SMPP/MM4 issues and ensure delivery of SMS/MMS messages. You will provisioning NNIDs, collaborate with the development team, and contribute to technical documentation and process improvements.

The role emphasizes incident management, customer support, and ongoing learning, with a Monday–Friday schedule. A Bachelor’s degree and 4+ years in software/telecom support are preferred.

Qualifications

• Bachelor's degree in Telecommunications, Information Technology, Computer Science, or related field.
• 4+ years in software/telecom support roles.
• Introductory knowledge of SMPP, API, and MM4 protocols; follow established troubleshooting procedures.
• Analytical thinking and ability to manage multiple cases in a dynamic environment.

Responsibilities

• Provide advanced technical support for SMPP/MM4 connections and related issues.
• Monitor and improve SMS/MMS deliverability and troubleshoot delays.
• Provision NNIDs for messaging services.
• Assist customers via phone, email, or ticketing system with effective solutions.
• Document issues and resolutions; generate performance reports.
• Collaborate with development teams to communicate customer feedback and assist with fixes.
• Participate in training to improve technical skills.
• Handle incident detection, reporting, and resolution across teams.
• Collect customer feedback to drive product improvements.
• Mentor junior analysts and support their career growth.

Skills

SMPP/MM4 troubleshooting

Deliverability monitoring

NNID provisioning

Customer support

Documentation & reporting

Dev collaboration

Learning & development

Incident management

Feedback collection

Mentorship & coaching

Education

Bachelor's degree

Job description

Bandwidth is seeking a Product Support Analyst (Messaging) to resolve advanced SMPP/MM4 issues and ensure delivery of SMS/MMS messages. You will provisioning NNIDs, collaborate with the development team, and contribute to technical documentation and process improvements.

The role emphasizes incident management, customer support, and ongoing learning, with a Monday–Friday schedule. A Bachelor’s degree and 4+ years in software/telecom support are preferred.