Product Support Analyst (Messaging)

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

Who We Are

Bandwidth (NASDAQ: BAND) is a global communications software company that helps enterprises connect people around the world with cloud-ready voice, messaging and emergency services. Backed by a network reaching 60+ countries covering 90 percent of global GDP, companies like Cisco, Google, Microsoft, RingCentral, Uber and Zoom use Bandwidth's APIs to easily embed communications into software and applications. Bandwidth has more than 20 years in the technology space and was the first Communications Platform-as-a-Service (CPaaS) provider to offer a robust selection of APIs built around our own global network. Our award-winning support teams help businesses around the world solve complex communications challenges every day. At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves.

What We Are Looking For

A Product Support Analyst (Messaging) will handle more complex technical issues related to SMPP and MM4 connections, playing a critical role in ensuring the effective deliverability of SMS/MMS messages. Responsibilities include advanced NNID provisioning and contributing to developing technical documentation and process improvements. You will also act as a key collaborator with the development team, using your insights from customer feedback to help drive product enhancements and solutions.

What You'll Do

• Intermediate/Expertise Technical Support for SMPP/MM4 Connections: Intermediate to advanced troubleshooting and resolving 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 Net Number IDs Node (NNIDs) necessary for messaging services.
• Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticketing system.
• Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues.
• Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes.
• Learning and Development: Participate in training sessions to improve technical skills.
• Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions.
• Feedback Collection: Gather customer feedback to improve products and services.
• Mentorship and Coaching: Mentor junior analysts and contribute to their career growth.

Shift Schedule

This role is for Monday - Friday, either 11am-8pm or 12-9pm.

What You Need

• Bachelor's degree (or higher); preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field.
• 4+ years experience in software/telecom support roles.
• Telecom Operations: Basic understanding of SMS/MMS Technologies: familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices.
• 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.
• Analytical Thinking: strong ability to analyze complex data, understand, and make data-driven decisions.
• 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.
• Communication and Relationship Building: effective verbal and written communication skills, with the ability to build and maintain relationships with carriers and internal stakeholders.

The Whole Person Promise

• 100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses.
• All new hires receive four weeks of PTO.
• PTO Embargo: 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.
• Additional PTO can be earned throughout the year through volunteer hours and Bandwidth challenges.
• "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.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

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