Technical Account Manager (2nd Shift) at Bandwidth

Raleigh, North Carolina, United States

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, SoftwareIndustries

Requirements

Bachelor's degree in Computer Science, Information Technology, or a related technical field
7+ years in a technical support, engineering, or customer-facing role, working directly with enterprise customers at a senior level
Deep understanding of networking principles and experience creating, collecting, and analyzing technical data
Subject Matter Expert in VoIP/SIP technologies
Proficiency in PSTN, PBX, HTTP Messaging, or Enterprise Telephony
Superior analytical, troubleshooting, and problem-solving skills
Excellent communication and interpersonal skills, with the ability to explain complex concepts to both technical and non-technical audiences
Strong ability to multitask, manage competing priorities, and work independently in a fast-paced environment

Responsibilities

Architect and lead solution architecture reviews to ensure alignment with engineering best practices and customer goals
Conduct comprehensive Quarterly Technical Reviews (QTRs) to analyze service performance metrics and review architectural health
Drive proactive health checks of customer service configurations to identify opportunities for performance optimization and risk mitigation
Serve as the customer's designated technical liaison, representing their needs to internal Product and Engineering teams
Provide expert-level analysis and consultative guidance on product roadmaps and new feature adoption relevant to the customer's technical architecture
Act as a primary point of coordination and communication during high-severity service incidents, facilitating expedited resolution
Deliver Root Cause Analysis (RCA) documentation for network events and outages to provide transparency and prevent recurrence
Analyze customer support ticket trends to recommend proactive measures or training that minimize issue recurrence
Develop and maintain deep technical expertise across our product suite, including networking, VoIP, and API technologies
Manage complex technical escalations by collaborating with support and engineering teams to ensure timely resolution

Skills

solution architecture

technical reviews

performance optimization

service configurations

engineering best practices

Quarterly Technical Reviews

architectural health

risk mitigation

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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