Product Support Engineer

Bandwidth • Raleigh, NC

67d

About The Position

The Product Support Engineer provides technical customer support for the wholesale, enterprise, and SaSS and Apps product offerings. You will support the customer’s experience interacting with the Bandwidth API suite (Voice, Messaging, Number Management, WebRTC, and Emergency Services). This position requires technical expertise in Local and Wide Area Networks, Web Application development/deployment, API architecture, VOIP/SIP Trunking, and SMS Messaging.

Requirements

• Bachelor’s degree is preferred but an Associate degree with additional VoIP and/or Software development experience is acceptable.
• Intermediate level knowledge of API technologies/techniques REST and/or other web services.
• Solid understanding of data structures and relationships.
• At least two years of direct customer service experience, including supporting, documenting, and maintaining customer-facing APIs and/or supporting VoIP networks.
• Functional understanding of Voice over Internet Protocol (VoIP) and Session Internet Protocol (SIP) is a must.
• Functional understanding of software development concepts including debugging, development, and deployment in one or more of the following languages: C#, Java, Node.js, PHP, Python, Ruby.
• Ability to create clear documentation for complex troubleshooting processes.
• Demonstrated professional communication skills, both written and verbal.
• Experience consuming, building, or documenting REST APIs.

Nice To Haves

• Bachelors or Associate degree in Computer Science, Web development or design, Database management, Information Technology, or similar course of study.
• Extensive experience supporting, documenting, or maintaining customer-facing APIs.
• Active GitHub profile with contributions to the community or open-source projects.
• Experience building applications that interact with REST APIs.
• One year of QA experience.
• Expert-level understanding of common networking and/or web concepts (SIP, HTTP, SMPP, MM4, TLS, WebRTC).
• Demonstrated history of creating applications in modern, general-purpose programming languages (e.g., Java, .Net, Ruby, Python, PHP, Javascript, etc.).

Responsibilities

• Troubleshoot customer API, VOIP, SMS, MMS, Origination, and network issues, while continually developing a deeper understanding of Voice, messaging, and Web Services (WebRTC, GitHub, AWS, etc) used by our customers to support their missions.
• Assist customer integration to the Bandwidth API suite.
• Review customer interactions with our API endpoints to troubleshoot ongoing issues.
• Provide oral and written technical problem root cause analysis, resolution, and application support.
• Regularly review and update team processes and documentation to reflect product changes increasing team efficiency.
• Diagnose bugs and other software issues and create detailed reports for development teams.
• Own the customer communication and act as a liaison between Development teams and customers.
• Work in tandem with Development and Product teams to ensure team-specific and larger Operations’ needs are being met for new product offerings and improvements.
• Contribute to ongoing internal development projects to increase ticket and workflow efficiency within the larger TAC.
• Handle tickets that require advanced technical knowledge and depth.

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.
• 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.
• 90-Minute Workout Lunches and unlimited meetings with our very own nutritionist.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 1,001-5,000 employees