Product Support Engineer

Who We Are:

At Bandwidth, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach.  The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.

Because we own the network we build on, the problems you'll solve here are bigger, more complex, and more impactful. And as communications shifts to AI, we're the infrastructure layer making it possible.

We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.

We're experts who speak like humans. Ready to build what's next? #JoinTheBand

What We Are Looking For:

The Product Support Engineer serves as a technical expert, investigating and resolving complex customer-reported issues related to our products and API functionality. This role combines deep technical troubleshooting with a focus on understanding customer workflows and providing valuable feedback to our product and engineering teams to improve product functionality and overall customer experience. The Product Support Engineer I will be a key contributor to ensuring product quality and customer satisfaction.

What You’ll Do:

• Investigate and resolve complex technical issues reported by customers, escalating to engineering when necessary.
• Reproduce and document customer-reported issues, providing detailed information for engineering teams.
• Analyze customer data, logs, and system configurations to identify root causes of problems.
• Collaborate with engineering, product, and other internal teams to resolve issues and implement improvements.
• Communicate technical solutions and workarounds to customers in a clear and concise manner.
• Create and maintain internal documentation, knowledge base articles, and troubleshooting guides.
• Participate in product testing and validation efforts, providing feedback on usability and functionality.
• Advocate for customer needs and feedback within the organization, ensuring that customer perspectives are considered in product development.
• Stay up-to-date on product features, functionality, and technical specifications.
• Participate in on-call rotation and provide support during off-peak hours as needed.

What You Need:

•  Bachelor's degree in Computer Science, Engineering, or a related technical field.
• 1-3 years of experience in technical support, software development, or a related field.
• Must have understanding of voice networks
• Familiar with APIs and software development concepts
• Customer ticketing system knowledge such as SalesForce, Remedy, Zendesk, etc.
• Strong troubleshooting and problem-solving skills.
• Proficiency in at least one programming language (e.g., Python, Java, Go).
• Experience with Linux operating systems and command-line tools.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Familiarity with cloud computing platforms (e.g., AWS, Azure, GCP) is a plus.

Bonus Points:

• Experience with scripting languages (e.g., Bash, PowerShell).
• Experience with database technologies (e.g., MySQL, PostgreSQL).
• Relevant certifications (e.g., CompTIA A+, AWS Certified Cloud Practitioner).

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.

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

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