Technical Support Analyst

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

Benefits offered by this job

Medical, Vision, & Dental coverage

Four weeks of PTO

PTO Embargo policy

Job summary

Bandwidth is seeking a Technical Support Analyst in Raleigh to resolve software, hardware, and networking issues, ensuring high customer satisfaction. You will work with Local and Wide Area Networks, VoIP, and SMS/MMS to troubleshoot and escalate as needed.

The role emphasizes collaboration, continuous learning, and adherence to SLAs, with a focus on actionable insights from data analytics to improve products and support processes.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or related technical field.
• 1–2 years of experience in technical support or related field.
• Strong networking, VoIP/SIP, and SMS/MMS knowledge; solid communication and teamwork skills.

Responsibilities

• Identify and troubleshoot networking, VoIP, HTTP messaging, 911 or Toll-Free issues.
• Handle inquiries via ticketing system, phone, or email professionally.
• Analyze call flows, packet captures, and logs for faults; escalate when needed.
• Collaborate with customers, vendors, carriers, or internal teams to resolve issues.
• Dupe, test, and validate customer issues and resolutions.

Skills

Networking

VoIP/SIP

SMS/MMS

Communication

Multitasking

Problem-solving

Attention to detail

Education

Bachelor's degree in Computer Science or related field

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.

What We Are Looking For:

The Technical Support Analyst will provide technical support to customers who are experiencing software, hardware, or networking issues. Your main goal will be to ensure customer satisfaction by resolving technical issues or escalating them to appropriate teams when needed. This position requires technical expertise in Local and Wide Area Networks, Router Configurations, VOIP, and SMS/MMS Messaging.

What You'll Do:

• Identify and troubleshoot technical issues related to networking, VoIP, HTTP messaging, 911 or Toll-Free.
• Address customer inquiries through our ticketing system, phone, or email in a timely and professional manner.
• Analyze call flows, packet captures, and system logs for faults.
• Collaborate with customers, vendors, carriers, or internal teams to obtain information and resolve issues.
• Test and duplicate customer issues to validate the issue and resolution.
• Escalate issues to the relevant teams when required.
• Satisfy or exceed all Service Level Agreements, Customer Satisfaction, and related business metrics.
• Interact with various teams to provide feedback and recommend improvements to current products or procedures.
• Keep up-to-date with technical knowledge and learn new technologies and products.
• Provide guidance, technical knowledge, and best practices to customers.
• Use data analytics techniques and methods to gain accurate and actionable insights into customer traffic patterns.

What You Need:

• Education:
  • Bachelor's degree in Computer Science, Information Technology, or related technical field
• Experience:
  • 1-2 years of experience in technical support or related field
• Skills:
  • Basic proficient in Networking, VoIP/SIP, and SMS/MMS applications.
  • Excellent communication and interpersonal skills.
  • Capable of multitasking in a fast-paced environment.
  • Strong problem-solving skills.
  • Able to work individually and in teams with a focus on detail.

Bonus Points:

• Education: Certifications - Network+, CCNA or similar
• Experience: PSTN, PBX, HTTP Messaging, or Enterprise Telephony experience.

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.