Hiring: Product Support Analyst (11am - 8pm EST) Company: Bandwidth Inc. Location: Raleigh, NC Job Posted Time: 2026-09-16 11:21:33 About the job Experience: •2+ years experience in software/telecom support roles •Telecom Operations: Basic Understanding of SMS/MMS Technologies: Familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices. •Customer Service Skills: Knowledge of customer support principles and techniques, focusing on effective communication and problem-solving. •Introductory Technical Skills: Basic knowledge of SMPP, API, and MM4 protocols, with an ability to follow established procedures for troubleshooting and support. Required Skills: •Technical Support for SMPP/MM4 Connections: Troubleshoot and resolve issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues. •Message Deliverability Oversight: Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission. •Provisioning of NNIDs: Manage the provisioning and configuration of NetNumber IDs (NNIDs) necessary for messaging services. •Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticking system. •Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues. •Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes. •Learning and Development: Participate in training sessions to improve technical skills. •Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions. Qualifications: •Bachelor’s degree (or higher) •Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field. Compensation: •100% company-paid Medical, Vision, & Dental coverage for you and your family with low deductibles and low out-of-pocket expenses Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!