Product Support Analyst; Voice

Bandwidth, a prior “Best of EC” award winner, is a global software company that helps enterprises deliver exceptional experiences through voice, messaging, and emergency services. Reaching 65+ countries and over 90 percent of the global economy, we're the only provider offering an owned communications cloud that delivers advanced automation, AI integrations, global reach, and premium human support.

Bandwidth is trusted for mission-critical communications by the Global 2000, hyperscalers, and SaaS builders!

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 Analyst(Voice) supports the development and implementation of proactive bug detection tools and processes, conducts routine monitoring, and collaborates with analysts to validate bugs. This role involves basic scripting, documentation, and communication within the team.

What You'll Do:

• Assist in developing and implementing proactive bug detection tools for voice.
• Conduct routine monitoring to identify potential bugs early.
• Collaborate with analysts to validate detected bugs.
• Develop and maintain basic automated test scripts.
• Document bug detection processes and findings.
• Participate in cross-functional meetings to discuss bug management strategies.
• Provide technical support to analysts in validating complex bugs.
• Contribute to the development of monitoring and logging systems.
• Assist in maintaining and updating bug detection tools.
• Communicate findings and insights to the broader team.

What You Need:

• Bachelor's degree in Computer Science, Information Technology or equivalent professional experience.
• Experience:
  
  2-3 years of experience in software testing, technical support or a related field
• Familiarity with voice technologies (e.g., SIP, VOIP, APIs).
• Basic understanding of software development lifecycle (SDLC).
• Familiarity with software testing methodologies
• Knowledge of proactive monitoring techniques.
• Awareness of common software bugs and issues.
• Understanding of automated testing principles.
• Strong analytical and problem-solving skills with the ability to identify root causes of complex issues.
• Familiarity with data analysis tools (e.g., SQL, Excel, JQL, Python).
• Basic knowledge of monitoring and logging tools (e.g., New Relic, Datadog).
• Familiarity with scripting languages (e.g., Python, Bash).
• Understanding of version control systems (e.g., Git).
• Basic experience with CI/CD pipelines.
• Knowledge of software testing tools (e.g., Selenium).

Bonus Points:

• Familiarity with messaging technologies (e.g., SMS, MMS).
• Familiarity with Agile development methodologies.
• Experience with UAT and performance testing.

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.

• Seniority level
  
  Entry level

• Employment type
  
  Full-time

• Job function
  
  Information Technology
• Industries Software Development

Referrals increase your chances of interviewing at Bandwidth Inc. by 2x

Apply BELOW