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
• Maintain high standards for Service Level Agreements (SLAs) and Customer Satisfaction metrics
• Provide technical guidance and best practices to customers to improve their experience

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 role
• 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

• Competitive pension contribution (8% of monthly gross salary)
• Comprehensive health, life, and income protection insurance
• 24 days of annual leave with additional days earned over time
• "Time-Off Embargo" to ensure true disconnection during vacations
• Wellness support including 90-minute workout lunches and access to nutritionists and therapists
• Childcare support and cycle to work schemes

About the Company

Bandwidth is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching over 65 countries, we provide an owned communications cloud that delivers advanced automation, AI integrations, and premium human support to the Global 2000 and SaaS builders worldwide.