Who We Are:

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

The Product Support Engineer is a critical member of the Technical Assistance Center, partnering with customers to ensure they are using Bandwidth’s products and services to maximum effect in the service of their end-users’ needs. This role is a key differentiator for Bandwidth in the marketplace.

The Product Support Engineer will be a primary source of knowledge for customers and will act as a consultant, guide, and guru for complex integration questions. This team member will also assist as a second-level escalation for integration questions from existing customers. In this role, the team member will incorporate lessons-learned from customer interactions and (in conjunction with organizational leaders) work to improve the internal and customer-facing training and documentation.

What You’ll Do:

• Provide guidance, coaching, and support in the use and implementation of Bandwidth’s API’s for Telephone Number Management, Voice Call Control, SMS / MMS Messaging, and Order Management.
• Provide implementation, design, and usage support including best practices for complex customer implementations.
• Provide guidance and technical expertise (and sometimes coaching) to customers throughout their customer lifecycle.
• Provide prioritized feedback to Product teams about the feature and functionality enhancement needs as well as feedback on the effectiveness of customer facing documentation.
• Provide prioritized feedback to Customer Experience team about documentation and support interface enhancement needs.
• Share customer and internal pain-points with the Product, Customer Experience, and Technology teams
• Actively drive customer issues and analysis to pinpoint issues including cross-functional utilization of Technical Support (TAC), Network Operations (NOC), Engineering, Customer Account Management, and Product Management.

What You Need:

• Knowledge of API technologies/techniques REST and/or other web services
• Solid understanding of data structures and relationships.
• Bachelor’s degree in Computer Science (CS), Information Technology (IT) or equivalent technical work experience
• Experience in software development and concepts, including debugging (e.g. Python, Java, C#)
• Experience supporting voice and messaging networks. 
• Experience supporting products that rely on APIs and Web Services.
• Strong understanding of network protocols including SIP, TCP, DNS, TLS, HTTP(S).
• Excellent communication skills (verbal, non-verbal & written)
• Outstanding customer service skills

The Whole Person Promise: