Product Support Analyst - Voice

Who We Are:

What We Are Looking For:

We are seeking a Product Support Analyst (Voice) to provide technical customer support for the wholesale and enterprise product offerings. This position requires technical expertise in Local and Wide Area Networks concerning telephony infrastructure, understanding Router Configurations that affect VOIP and SIP Trunking. 

This position would require you work: Monday - Friday from 12:00 PM – 9:00 PM

What You'll Do:

• Provide technical support to customers for voice, API and 911 products.
• Professional communications with customers in troubleshooting reported issues.
• Partner with Local Exchange Carriers in resolving customer network issues.
• Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements.
• Partner with customer’s IT support personnel in resolution of issues.
• Assist with troubleshooting of customer’s routers that included in VOIP and SIP network.
• Escalate chronic or intermittent issues to higher echelon teams and management level attention

What You Need:

• Bachelor’s degree is preferred but Associate degree with additional SIP, PBX, and network experience is acceptable.
• Voice over Internet Protocol (VoIP) and Session Initiation Protocol (SIP) are a must. Additional skills in Public Switching Telephone Network (PSTN) are desirable.
• Strong troubleshooting and problem solving skills.
• Network configurations using Routers and Switches revolving around telephony infrastructures.
• Knowledge of PBX operations
• SI Proficiency: You don’t just use SI, you build with it. You’ve created reusable solutions, such as automations, GPTs, skills, agent workflows, no-code automations, or lightweight scripts, that others on your team actually use. You combine SI with existing tools and data to solve non-trivial business problems, and you design guardrails from the start.

The Whole Person Promise:

At Bandwidth, we’re pretty proud of our corporate culture, which is rooted in our “Whole Person Promise.” We promise all employees that they can have meaningful work AND a full life, and we provide a work environment geared toward enriching your body, mind, and spirit. How do we do that? Well…

• 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.