Product Support Analyst (Voice)

Bandwidth; Raleigh (NC); On-site; USD 60,000 - 76,000; Full time

Benefits offered by this job

100% medical, vision, & dental for you

4 weeks PTO annually

PTO embargo policy

Job summary

Bandwidth seeks a Product Support Analyst (Voice) in Raleigh to provide technical customer support for wholesale and enterprise voice offerings. You'll handle VOIP/SIP related issues, coordinate with carriers, and ensure timely ticket resolution within SLA.

The role emphasizes collaboration, in-depth network troubleshooting, and engagement with IT teams of customers to maintain service quality.

Qualifications

• Bachelor’s degree preferred; Associate degree acceptable with SIP/PBX/network experience.
• VoIP and SIP are a must; PSTN desirable.
• Strong troubleshooting and problem-solving skills.
• Networking configurations using routers and switches around telephony infrastructure.

Responsibilities

• Provide technical support to customers for voice, API, and 911 products.
• Communicate professionally with customers while troubleshooting issues.
• Collaborate with Local Exchange Carriers to resolve network problems.
• Manage ticket progress to meet SLA requirements.
• Work with the customer’s IT team to resolve issues.
• Troubleshoot routers involved in VOIP and SIP networks.
• Escalate chronic or intermittent issues to higher-level teams.

Skills

VoIP

SIP

Troubleshooting

Router configurations

PBX operations

Communication skills

Problem solving

Education

Bachelor’s degree preferred

Associate degree with SIP/PBX/network experience

Job description

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

What We Are Looking For:

We are seeking a Product Support Analyst (Voice)to provide technical customer support for the wholesale and enterprise product offerings. This position requires technical expertise in Local and Wide Area Networks concerning telephony infrastructure, understanding Router Configurations that affect VOIP and SIP Trunking.

This position would require you work:Monday - Friday from 12:00 PM - 9:00 PM

What You'll Do:

• Provide technical support to customers for voice, API and 911 products.
• Professional communications with customers in troubleshooting reported issues.
• Partner with Local Exchange Carriers in resolving customer network issues.
• Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements.
• Partner with customer’s IT support personnel in resolution of issues.
• Assist with troubleshooting of customer’s routers that included in VOIP and SIP network.
• Escalate chronic or intermittent issues to higher echelon teams and management level attention

What You Need:

• Bachelor’s degree is preferred but Associate degree with additional SIP, PBX, and network experience is acceptable.
• Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP) are a must. Additional skills in Public Switching Telephone Network (PSTN) are desirable.
• Strong troubleshooting and problem solving skills.
• Network configurations using Routers and Switches revolving around telephony infrastructures.
• Knowledge of PBX operations

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 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.