Bandwidth Inc. · 3 weeks ago
Messaging Product Support Analyst (2nd Shift)
Raleigh, NC
Full-time
Onsite
Entry, Mid Level
2+ years expBandwidth Inc. is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. The Messaging Product Support Analyst will be the first point of contact for customers experiencing technical issues with SMS/MMS services, focusing on troubleshooting and query resolution.
Information TechnologyMessagingTelecommunicationsWeb Hosting
Responsibilities
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
Qualification
Required
Bachelor's degree (or higher)
2+ years experience in software/telecom support roles
Basic Understanding of SMS/MMS Technologies: Familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices
Knowledge of customer support principles and techniques, focusing on effective communication and problem-solving
Basic knowledge of SMPP, API, and MM4 protocols, with an ability to follow established procedures for troubleshooting and support
Strong ability to analyze complex data, understand, and make data-driven decisions
Excellent capability to manage and prioritize multiple cases and tasks effectively in a dynamic environment
Skilled in identifying issues, developing solutions, and implementing effective case resolution
Effective verbal and written communication skills, with the ability to build and maintain relationships with carriers and internal stakeholders
Benefits
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.
Company
Bandwidth Inc.
Bandwidth is the universal communications platform that simplifies how businesses deliver integrated global experiences.
1001-5000 employees
H1B Sponsorship
Bandwidth Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (5)
2023 (14)
2022 (13)
2021 (14)
2020 (6)
Funding
Current Stage
Public CompanyTotal Funding
$20.5MKey Investors
Portolan Capital ManagementAilanthus Capital Management
2018-06-27Post Ipo Equity
2018-01-11Post Ipo Equity
2017-11-10IPO
Leadership Team
Scott Mullen
CTO
Kade Ross
CIO
Recent News
2025-12-05
2025-12-03
thefastmode.com
2025-11-05
Company data provided by crunchbase