Product Support Analyst (Voice)

Bandwidth • Raleigh, NC

10d

About The Position

Bandwidth is seeking a Product Support Analyst (Voice) to provide technical customer support for wholesale and enterprise product offerings. The role requires expertise in local and wide area networks related to telephony infrastructure, including router configurations that affect VoIP and SIP trunking. The schedule is Monday through Friday, 12:00 PM–9:00 PM.

The analyst supports voice, API, and 911 products; troubleshoots customer-reported issues; coordinates with Local Exchange Carriers and customer IT personnel; and manages tickets to resolution within service-level requirements. The role also includes troubleshooting customer routers and escalating chronic or intermittent issues to higher-level teams and management.

Bandwidth describes its culture through its “Whole Person Promise,” focused on meaningful work and a full life, with an environment intended to support employees’ body, mind, and spirit.

Requirements

• VoIP and SIP knowledge and experience are required.
• Strong troubleshooting and problem-solving skills.
• Knowledge of network configurations using routers and switches in telephony infrastructures.
• Knowledge of PBX operations.
• A bachelor’s degree is preferred; an associate degree with additional SIP, PBX, and network experience is acceptable.

Nice To Haves

• A bachelor’s degree.
• PSTN skills.

Responsibilities

• Provide technical support to customers for voice, API, and 911 products.
• Communicate professionally with customers while troubleshooting reported issues.
• Partner with Local Exchange Carriers to resolve customer network issues.
• Manage ticket progress and resolve customer issues within Service Level Agreement requirements.
• Partner with customers’ IT support personnel to resolve issues.
• Assist with troubleshooting customer routers included in VoIP and SIP networks.
• Escalate chronic or intermittent issues to higher-echelon teams and management.

Benefits

• 100% company-paid medical, vision, and dental coverage for employees and their families, with low deductibles and low out-of-pocket expenses.
• Four weeks of PTO for all new hires.
• PTO embargo that prohibits work interruptions during time off.
• Additional PTO earned through volunteer hours and Bandwidth challenges.
• Additional time off through the “Mahalo moments” program for specified life events.
• 90-minute workout lunches.
• Unlimited meetings with an in-house nutritionist.

What This Job Offers

• Job Type: Full-time
• Education Level: Associate degree