Product Support Analyst (Voice)

Bandwidth Inc.; Raleigh (NC); On-site; USD 50,000 - 65,000; Full time

Benefits offered by this job

100% company-paid Medical, Vision, & Dental coverage

Four weeks of PTO

PTO Embargo

Additional PTO for volunteer hours

Mahalo moments program

90-Minute Workout Lunches

Job summary

A leading global software company seeks a Product Support Analyst to enhance bug detection processes and support voice technologies. This entry-level role involves collaboration, basic scripting, and documentation, with a focus on proactive monitoring. Join a culture that values work-life balance, offering generous PTO and comprehensive health benefits.

Qualifications

• 2-3 years of experience in software testing or technical support.
• Familiarity with voice technologies like SIP and VOIP.

Responsibilities

• Assist in developing bug detection tools for voice.
• Conduct routine monitoring to identify potential bugs.

Skills

Analytical Skills

Problem Solving

Communication

Education

Bachelor's degree in Computer Science

Tools

SQL

Python

Git

Selenium

Job description

Bandwidth, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support.Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!

At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointheband

What We Are Looking For:

The Product Support Analyst(Voice) supports the development and implementation of proactive bug detection tools and processes, conducts routine monitoring, and collaborates with analysts to validate bugs. This role involves basic scripting, documentation, and communication within the team.

What You'll Do:

• Assist in developing and implementing proactive bug detection tools for voice.
• Conduct routine monitoring to identify potential bugs early.
• Collaborate with analysts to validate detected bugs.
• Develop and maintain basic automated test scripts.
• Document bug detection processes and findings.
• Participate in cross-functional meetings to discuss bug management strategies.
• Provide technical support to analysts in validating complex bugs.
• Contribute to the development of monitoring and logging systems.
• Assist in maintaining and updating bug detection tools.
• Communicate findings and insights to the broader team.

What You Need:

• Bachelor's degree in Computer Science, Information Technology or equivalent professional experience.
• Experience: 2-3 years of experience in software testing, technical support or a related field
• Familiarity with voice technologies (e.g., SIP, VOIP, APIs).
• Basic understanding of software development lifecycle (SDLC).
• Familiarity with software testing methodologies
• Knowledge of proactive monitoring techniques.
• Awareness of common software bugs and issues.
• Understanding of automated testing principles.
• Strong analytical and problem-solving skills with the ability to identify root causes of complex issues.
• Familiarity with data analysis tools (e.g., SQL, Excel, JQL, Python).
• Basic knowledge of monitoring and logging tools (e.g., New Relic, Datadog).
• Familiarity with scripting languages (e.g., Python, Bash).
• Understanding of version control systems (e.g., Git).
• Basic experience with CI/CD pipelines.
• Knowledge of software testing tools (e.g., Selenium).

Bonus Points:

• Familiarity with messaging technologies (e.g., SMS, MMS).
• Familiarity with Agile development methodologies.
• Experience with UAT and performance testing.

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.

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

Referrals increase your chances of interviewing at Bandwidth Inc. by 2x

Get notified about new Product Support Analyst jobs in Raleigh, NC.

Associate Customer Support Analyst, New Grad

Manufacturing Specialist, Technical Support and Investigations

Materials Analyst Surgical Services - Surgical Support Services - Main Campus

Treasury Management Technical Support Specialist II

Director, Application Support and Quality Assurance

Senior Product Analyst – Commercial Lending/Credit Risk Rating

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.