Product Support Analyst (Voice)
Bandwidth
Salary undisclosed
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Description
Who We Are:
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.
We're experts who speak like humans. Ready to build what's next? #JoinTheBand
What We Are Looking For:
We are seeking a Product Support Analyst (Voice) to provide technical customer support for the wholesale and enterprise product offerings. This position requires technical expertise in Local and Wide Area Networks concerning telephony infrastructure, understanding Router Configurations that affect VOIP and SIP Trunking.
This position would require you work: Monday - Friday from 12:00 PM – 9:00 PM
What You'll Do:
- Provide technical support to customers for voice, API and 911 products.
- Professional communications with customers in troubleshooting reported issues.
- Partner with Local Exchange Carriers in resolving customer network issues.
- Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements.
- Partner with customer’s IT support personnel in resolution of issues.
- Assist with troubleshooting of customer’s routers that included in VOIP and SIP network.
- Escalate chronic or intermittent issues to higher echelon teams and management level attention
What You Need:
- Bachelor’s degree is preferred but Associate degree with additional SIP, PBX, and network experience is acceptable.
- Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP) are a must. Additional skills in Public Switching Telephone Network (PSTN) are desirable.
- Strong troubleshooting and problem solving skills.
- Network configurations using Routers and Switches revolving around telephony infrastructures.
- Knowledge of PBX operations
- SI Proficiency: You don’t just use SI, you build with it. You’ve created reusable solutions, such as automations, GPTs, skills, agent workflows, no-code automations, or lightweight scripts, that others on your team actually use. You combine SI with existing tools and data to solve non-trivial business problems, and you design guardrails from the start.
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.
Benefits
- dental insurance
- paid time off
About this role
Bandwidth is seeking a Product Support Analyst (Voice) to provide technical support for wholesale and enterprise voice, API, and 911 products in their Raleigh office. You'll work Monday through Friday, 12 PM to 9 PM, troubleshooting customer network issues, managing support tickets to SLA requirements, and partnering with both customers' IT teams and Local Exchange Carriers to resolve problems. The role involves hands-on work with router configurations, VoIP and SIP infrastructure, and escalating complex issues to senior teams when needed.
This position requires solid technical grounding in VoIP and SIP protocols, with knowledge of PBX operations and network configurations around telephony infrastructure. A bachelor's degree is preferred, though an associate degree combined with relevant SIP, PBX, and network experience is acceptable. You'll need strong troubleshooting skills and the ability to communicate clearly with technical and non-technical stakeholders alike.
Bandwidth offers comprehensive benefits including fully company-paid medical, vision, and dental coverage, four weeks of PTO for new hires with a strict no-contact policy during time off, and additional time-off opportunities through volunteer work and life milestones. Note that this is listed as a volunteer position, so you may want to clarify employment terms before applying.
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Pay for this role
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