Messaging Product Support Analyst (1st Shift) at Bandwidth

Raleigh, North Carolina, United States

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Not SpecifiedCompensation

Junior (1 to 2 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, SoftwareIndustries

Requirements

Bachelor’s degree (or higher); preferred fields include Telecommunications, Business, Information Technology, Computer Science, or related field
2+ years experience in software/telecom support roles
Basic understanding of SMS/MMS technologies, including fundamentals, common issues, and industry practices
Knowledge of customer support principles and techniques, with effective communication and problem-solving
Basic knowledge of SMPP, API, and MM4 protocols, with ability to follow troubleshooting procedures
Strong analytical thinking to analyze complex data and make data-driven decisions
Excellent multi-tasking and prioritization skills in a dynamic environment
Skilled in problem-solving, identifying issues, developing solutions, and resolving cases
Effective verbal and written communication skills, with ability to build relationships with carriers and stakeholders

Responsibilities

Troubleshoot and resolve issues related to SMPP and MM4 connections, including connectivity and protocol diagnostics
Monitor and optimize SMS/MMS message deliverability, addressing delays or failures
Manage provisioning and configuration of NetNumber IDs (NNIDs) for messaging services
Provide direct customer support via phone, email, or ticketing system for technical issues
Maintain records of technical issues and resolutions; prepare reports on service performance
Collaborate with software developers to communicate customer feedback and assist with features or fixes
Participate in training sessions to improve technical skills
Handle incident detection, reporting, resolution, and coordination with teams
Gather customer feedback to improve products and services

Skills

SMPP

MM4

SMS

MMS

NNID

Troubleshooting

Message Deliverability

Customer Support

Ticketing System

Provisioning

Bandwidth

Cloud-based voice and messaging services

About Bandwidth

Bandwidth provides voice, messaging, and emergency services through cloud-based solutions tailored for businesses, including enterprises, service providers, and application developers. Their services allow clients to integrate reliable communication capabilities into their applications and systems. Bandwidth's offerings include voice calling, text messaging, and emergency calling, all designed to ensure high reliability and scalability, which are essential for uninterrupted communication. The company generates revenue through subscription models, where clients pay a recurring fee, and usage-based models, where charges are based on the volume of calls or messages. Regular maintenance and updates are conducted to enhance service performance and reliability. Bandwidth's goal is to deliver dependable communication solutions that meet the evolving needs of businesses in a competitive telecommunications market.

Raleigh, North CarolinaHeadquarters

2005Year Founded

$19.9MTotal Funding

IPOCompany Stage

Enterprise SoftwareIndustries

1,001-5,000Employees

Benefits

100% Medical & Dental Coverage

401(k) & College Savings Plan

PTO with Email Embargo

Free Gym Membership

90 Minute Workout Lunches

Employee Development Opportunities

Risks

Emerging CPaaS providers offering lower-cost services threaten Bandwidth's market share.

Rapid AI advancements may outpace Bandwidth's current capabilities, risking competitive edge loss.

Potential regulatory changes in data privacy laws could increase Bandwidth's compliance costs.

Differentiation

Bandwidth offers a unique owner-operated network with global reach and regulatory expertise.

The company integrates AI-ready capabilities into its cloud communications platform, Maestro.

Bandwidth's focus on secure and compliant communication solutions sets it apart in the market.

Upsides

Growing demand for CPaaS solutions boosts Bandwidth's market potential and revenue growth.

AI-driven communication tools enhance customer experience and operational efficiency for Bandwidth.

5G network expansion globally enhances the quality and speed of Bandwidth's services.

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