SMS/MMS Product Support Analyst — Second Shift

Bandwidth Inc.; Raleigh (NC); On-site; USD 65,000 - 80,000; Full time

Benefits offered by this job

Medical, Vision & Dental coverage (100

4 weeks PTO

PTO embargo policy

Volunteer PTO

Mahalo moments time off

Workout lunches with nutritionist

Job summary

Bandwidth is seeking a Product Support Analyst to serve as the first point of contact for customers with SMS/MMS issues. You will troubleshoot, monitor deliverability, and assist with NNID provisioning while collaborating with senior team members to improve support efficiency.

This is a second shift role (11am–8pm EST). You will work with carriers and internal teams to resolve complex issues and contribute to features and fixes through feedback and incident management.

Qualifications

• Bachelor’s degree (or higher) in a related field.
• 2+ years of experience in software/telecom support roles.
• Familiarity with SMPP, API, MM4 protocols and basic troubleshooting workflows.

Responsibilities

• Provide technical support for SMS/MMS services and basic troubleshooting.
• Monitor and improve message deliverability and resolve delays or failures.
• Assist in NNID provisioning and related configuration tasks.
• Offer customer support via phone, email, or ticketing system.
• Document issues and resolutions; generate performance reports.

Skills

Analytical Thinking

Multi-Tasking

Problem-solving

Communication & Relationship Building

Education

Bachelor’s degree

Tools

SMPP

API

MM4

Job description

Bandwidth is seeking a Product Support Analyst to serve as the first point of contact for customers with SMS/MMS issues. You will troubleshoot, monitor deliverability, and assist with NNID provisioning while collaborating with senior team members to improve support efficiency.

This is a second shift role (11am–8pm EST). You will work with carriers and internal teams to resolve complex issues and contribute to features and fixes through feedback and incident management.