--- title: 'Product Support Analyst (11am - 8pm EST) at Bandwidth' canonical: 'https://feeny.ai/job/product-support-analyst-11am-8pm-est-bandwidth-raleigh-pa28d9v6tpfn' type: 'job' last_seen: '2026-09-09' --- # Product Support Analyst (11am - 8pm EST) at Bandwidth - **Company:** Bandwidth - **Location:** Raleigh, NC - **Posted:** 2026-08-24 - **Last confirmed live:** 2026-09-09 - **Apply:** https://job-boards.greenhouse.io/bandwidth/jobs/8145870 ## Job 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: A Product Support Analyst will be the first point of contact for customers experiencing technical issues with SMS/MMS services, focusing on basic troubleshooting and query resolution. The role includes assisting in monitoring message deliverability and managing the initial stages of NNID provisioning. You will collaborate closely with senior team members, escalating complex issues and contributing to the overall efficiency of our technical support services. This is a second shift position, working the hours of 11am - 8pm EST. What You'll Do: - 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. - Feedback Collection: Gather customer feedback to improve products and services. What You Need: - Education: - Bachelor’s degree (or higher) - Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field. - Experience: - 2+ years experience in software/telecom support roles - Knowledge: - 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. - Skills: - Analytical Thinking: Strong ability to analyze complex data, understand, and make data-driven decisions. - Multi-Tasking: Excellent capability to manage and prioritize multiple cases and tasks effectively in a dynamic environment. - Problem-solving: Skilled in identifying issues, developing solutions, and implementing effective case resolution. - Communication and Relationship Building: Effective verbal and written communication skills, with the ability to build and maintain relationships with carriers and internal stakeholders. 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. [Applicant Privacy Notice](https://www.bandwidth.com/applicant-privacy-notice) ## About Bandwidth ## Core Business - **Primary industry**: Communications Platform as a Service (CPaaS), cloud communications, telecommunications infrastructure. - **Target customers**: B2B – enterprises, communication platforms, carriers, and developers building voice, messaging, or emergency services into their applications. - **Mission/purpose**: “Develop & deliver the power to communicate.” ## Products & Services - **Bandwidth Maestro™**: Enterprise integration platform that unifies communications across multiple carriers and tools (Webex, Teams, Genesys, Five9, etc.). - **Voice API**: Programmable voice services for building and scaling voice applications (SIP trunking, global voice). - **Messaging API**: Global SMS and RCS messaging with high throughput and deliverability insights. - **Emergency Services API**: 911/e911 and emergency calling capabilities (via Dash Carrier Services acquisition). - **Global SIP Trunking**: All-IP, flexible trunking with 24/7 network monitoring. ## Market Standing - **Valuation/Market Cap**: Publicly traded; market cap fluctuates (not provided in search results). - **Key Metric**: Annual Revenue estimated between $500M and $1B (Indeed). - **Notable Investors/Partners**: Google (partnered for Google Voice), Microsoft (Teams Direct Routing/Operator Connect), Zoom, LogMeIn, GoDaddy; also integrations with Webex, Genesys, Five9. - **Growth Signals**: Coverage in 65+ countries representing 93% of global GDP; 31 current patents; 97% average customer satisfaction score; 99.9% core network uptime; acquired Voxbone in 2020 to expand globally. ## Competitive Advantages - **Own nationwide all-IP voice network** – one of the last built in the US, would take 15+ years and $500M+ to replicate (bandwidth.com/company). - **Direct-to-carrier integrations** worldwide via Maestro platform, reducing complexity for enterprises. - **High customer satisfaction** – 97.6% CSAT and “Best CPaaS Platform” awards. - **Deep emergency service expertise** – acquired Dash Carrier Services in 2011, a key differentiator. ## Strategic Focus - **AI-ready enterprise integrations** – investing in AI voice/messaging agents and applied AI (see job listings for AI Engineer, AI Partnerships Director). - **Global expansion** – building on Voxbone acquisition to serve international enterprises. - **Simplifying “global telecomplexity”** for large customers, consolidating multiple carriers into one platform. ## Why Work Here - **Culture**: “Whole Person Promise” – meaningful work plus a full life. Emphasis on work-life balance, mental/spiritual/physical wellness. - **Perks**: - 100% company-paid medical, vision, dental for employee and family. - 4 weeks PTO + 8 holidays + “Mahalo Moments” (extra days for life events). - PTO Embargo – no work interruptions during time off. - 90-minute workout lunches; free gym membership; onsite nutritionist. - Onsite Montessori-inspired early childhood development center. - Paid maternity/paternity leave. - **Returnship Program** for caregivers and veterans re-entering the workforce. - **Locations**: Raleigh, NC (HQ); London, UK; Iași, Romania; also remote/hybrid options implied by some job postings. - **Veteran-friendly** – founded by a Marine; active partnerships with veteran organizations. - **Team size**: ~1,200 employees (“bandmates”) globally. ## Sources 1. [bandwidth.com/company](https://www.bandwidth.com/company/) 2. [bandwidth.com](https://www.bandwidth.com/) 3. [bandwidth.com/careers](https://www.bandwidth.com/careers/) 4. [job-boards.greenhouse.io/bandwidth](https://job-boards.greenhouse.io/bandwidth) 5. [indeed.com/cmp/Bandwidth-7/about](https://www.indeed.com/cmp/Bandwidth-7/about) ## Other roles at Bandwidth - [Implementation Specialist I](https://feeny.ai/job/implementation-specialist-i-bandwidth-iasi-serrm25qbpqf) — Iași, Romania - [Network Engineer](https://feeny.ai/job/network-engineer-bandwidth-raleigh-cxhfjrm35727) — Raleigh, NC - [Business Development Representative](https://feeny.ai/job/business-development-representative-bandwidth-raleigh-pvv00ey174y2) — Raleigh, NC - [Sr. Director, Salesforce Alliance Pipeline & Development](https://feeny.ai/job/sr-director-salesforce-alliance-pipeline-development-bandwidth-london-fekat83rpw8m) — London, United Kingdom - [Senior Enterprise Account Executive](https://feeny.ai/job/senior-enterprise-account-executive-bandwidth-london-13rxq87hc9vs) — London, United Kingdom - [Global Billing Analyst](https://feeny.ai/job/global-billing-analyst-bandwidth-raleigh-959ntdh03g0j) — Raleigh, NC - [Software Engineer (Voice)](https://feeny.ai/job/software-engineer-voice-bandwidth-raleigh-xtnzr6zqgfxk) — Raleigh, NC - [NetSuite Application Developer](https://feeny.ai/job/netsuite-application-developer-bandwidth-raleigh-q7qhwxwesnd9) — Raleigh, NC - [Product Manager - CLEC Numbers and Inbound](https://feeny.ai/job/product-manager-clec-numbers-and-inbound-bandwidth-raleigh-zb73ys6a3psv) — Raleigh, NC - [Internal Applications Engineer](https://feeny.ai/job/internal-applications-engineer-bandwidth-raleigh-pxa1agmakh4c) — Raleigh, NC