Technical Support Analyst (3rd Shift)

Bandwidth Inc.; Raleigh (NC); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

100% company-paid Medical, Vision & Dental coverage

Four weeks of PTO

PTO Embargo policy

Additional PTO for volunteer hours

Mahalo moments program

90-Minute Workout Lunches

Job summary

A global software company is seeking a Technical Support Analyst in Raleigh, NC to provide technical support to customers experiencing software, hardware, or networking issues. This role focuses on ensuring customer satisfaction by resolving technical issues timely. Requirements include a Bachelor's degree in Computer Science, 1-2 years of experience, and skills in networking and VoIP. The position offers 100% company-paid medical benefits, four weeks of PTO, and unique perks such as extensive time off for personal milestones.

Qualifications

• 1-2 years of experience in technical support or related field.
• Capable of multitasking in a fast-paced environment.
• Able to work individually and in teams with a focus on detail.

Responsibilities

• Identify and troubleshoot technical issues related to networking and VoIP.
• Address customer inquiries through the ticketing system, phone, or email.
• Collaborate with customers and internal teams to resolve issues.

Skills

Basic proficiency in Networking

VoIP/SIP

SMS/MMS applications

Excellent communication skills

Problem-solving skills

Education

Bachelor's degree in Computer Science

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 Bandwidth 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.

This role is Thursday-Sunday 9PM-11AM.

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.

What You Need:

• 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:

• Network+, CCNA or similar
• PSTN, PBX, HTTP Messaging, or Enterprise Telephony experience.

The Whole Person Promise:

• 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.