Product Support Engineer

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 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.

What You'll Do:

• 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.
• Works in tandem with Development and Product teams to ensure team-specific and larger Operations’ needs are being met for new product offerings and improvements.
• Contributes to ongoing internal development projects to increase ticket and workflow efficiency within the larger TAC.
• Handle tickets that require advanced technical knowledge and depth.

What You Need:

• 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.
• Develop and demonstrate an advanced level understanding of all products with an expert level understanding of a subset of them.
• Ability to create clear documentation for complex troubleshooting processes.
• Demonstrated professional communication skills, both written and verbal.
• Experience Consuming, building, or documenting REST APIs.

Bonus Points:

• 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.).

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.