Technical Support Analyst (9pm-8am Thurs-Sun) at Bandwidth

Raleigh, North Carolina, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Telecommunications, SoftwareIndustries

Requirements

Bachelor's degree in Computer Science, Information Technology, or related technical field
1-2 years of experience in technical support or related field
Basic proficiency 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
Able to work Thursday-Sunday from 9pm-8am

Responsibilities

Identify and troubleshoot technical issues related to networking, VoIP, HTTP messaging, 911 or Toll-Free
Address customer inquiries through 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

Skills

Key technologies and capabilities for this role

LANWANRouter ConfigurationsVOIPSMSMMSHTTP MessagingPacket CapturesSystem LogsTicketing SystemTroubleshooting911 ServicesToll-Free

Questions & Answers

Common questions about this position

What are the working hours for this Technical Support Analyst position?

The hours for this position are Thursday-Sunday from 9pm-8am.

What benefits does Bandwidth offer?

Bandwidth provides 100% company-paid Medical, Vision, & Dental coverage as part of their Whole Person Promise.

What skills and experience are required for this role?

Candidates need a Bachelor's degree in Computer Science, IT, or related field, 1-2 years of technical support experience, proficiency in Networking, VoIP/SIP, and SMS/MMS, plus strong communication, multitasking, problem-solving skills, and attention to detail.

What is Bandwidth's company culture like?

Bandwidth celebrates differences, encourages employees to be their authentic selves, and follows the Whole Person Promise, providing a work environment that enriches body, mind, and spirit while balancing meaningful work and a full life.

What makes a strong candidate for this Technical Support Analyst role?

A strong candidate has the required degree and experience, proficiency in key technical areas like Networking, VoIP/SIP, and SMS/MMS, excellent communication and problem-solving skills, plus bonus certifications like Network+ or CCNA and experience in PSTN, PBX, or HTTP Messaging.

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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