SMS/MMS Technical Support Specialist

Socket.dev; Raleigh (NC); On-site; USD 52,000 - 68,000; Full time

Benefits offered by this job

Medical, Vision, & Dental coverage for

4 weeks PTO

Mahalo moments program

Job summary

Bandwidth seeks a Product Support Analyst to be the first point of contact for customers with SMS/MMS issues. You’ll perform basic troubleshooting, monitor message deliverability, and help with NNID provisioning. Work closely with senior staff, escalate complex problems, and contribute to efficient support operations.

The role emphasizes collaboration with developers, incident management, and ongoing learning to enhance technical skills. This second shift runs 11am–8pm EST.

Qualifications

• Bachelor's degree (or higher) in Telecommunications, Business, Information Technology, Computer Science, or a related field.
• 2+ years experience in software/telecom support roles.
• Introductory knowledge of SMPP, MM4 protocols and APIs; able to follow established troubleshooting procedures.
• Customer support principles and effective communication.

Responsibilities

• Technical Support for SMPP/MM4 connections, diagnosing connectivity and protocol issues.
• Monitor and optimize SMS/MMS deliverability and address delays or failures.
• Provision NNIDs for messaging services.
• Provide direct customer support via phone, email, or ticketing system.
• Document issues and resolutions; report on service performance.
• Collaborate with software developers to relay customer feedback and assist fixes.
• Participate in training to improve technical skills.
• Handle incident detection, reporting, and resolution across teams.
• Collect customer feedback to improve products and services.

Skills

Analytical Thinking

Multi-Tasking

Problem-solving

Communication Skills

Customer Service

Introductory Technical Skills

SMPP/MM4 Knowledge

API Knowledge

Telecom Operations

Education

Bachelor's degree or higher

Job description

Bandwidth seeks a Product Support Analyst to be the first point of contact for customers with SMS/MMS issues. You’ll perform basic troubleshooting, monitor message deliverability, and help with NNID provisioning. Work closely with senior staff, escalate complex problems, and contribute to efficient support operations.

The role emphasizes collaboration with developers, incident management, and ongoing learning to enhance technical skills. This second shift runs 11am–8pm EST.