Technical Support Analyst

Responsibilities

• Identify and troubleshoot technical issues related to networking, VoIP, HTTP messaging, 911, or Toll-Free services
• Address customer inquiries via ticketing systems, phone, or email in a professional and timely manner
• Analyze call flows, packet captures, and system logs to identify and resolve faults
• Collaborate with customers, vendors, carriers, and internal teams to resolve complex issues
• Test and duplicate customer issues to validate resolutions
• Escalate critical issues to relevant engineering or product teams when required
• Use data analytics to gain actionable insights into customer traffic patterns
• Provide technical guidance and best practices to customers to ensure satisfaction

Requirements

• Bachelor's degree in Computer Science, Information Technology, or a related technical field
• 1-2 years of experience in technical support or a related technical field
• Proficiency in Networking, VoIP/SIP, and SMS/MMS applications
• Strong problem-solving skills and the ability to multitask in a fast-paced environment
• Excellent communication and interpersonal skills

Preferred Qualifications

• Industry certifications such as Network+ or CCNA
• Experience with PSTN, PBX, HTTP Messaging, or Enterprise Telephony

Benefits

• 100% company-paid Medical, Vision, and Dental coverage for you and your family
• Four weeks of PTO for all new hires
• "PTO Embargo" policy to ensure you are not interrupted during your time off
• "Mahalo moments" program for significant life events
• 90-minute workout lunches and access to nutritional guidance

About the Company

Bandwidth is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. We provide an owned communications cloud that delivers advanced automation, AI integrations, and global reach, trusted by the Global 2000 and major SaaS builders.