> Markdown version of [/jobs/ext/1140912-product-support-analyst-messaging](https://www.wearedevelopers.com/jobs/ext/1140912-product-support-analyst-messaging). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Product Support Analyst (Messaging) - **Company:** Bandwidth.com, Inc. - **Location:** Raleigh, NC, United States - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Intrusion Detection Systems, Information Technology - **Published:** July 2, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2f187799a64bbb3f ## About the Role + Bachelor's degree (or higher) + Preferred fields of study include Telecommunications, Business, Information Technology, Computer Science, or a related field. * Experience: + 2+ years experience in software/telecom support roles * Knowledge: + Telecom Operations: Basic Understanding of SMS/MMS Technologies: Familiarity with the fundamentals of SMS and MMS, including common issues and standard industry practices. + Customer Service Skills: Knowledge of customer support principles and techniques, focusing on effective communication and problem-solving. + Introductory Technical Skills: Basic knowledge of SMPP, API, and MM4 protocols, with an ability to follow established procedures for troubleshooting and support. * Skills: + Analytical Thinking: Strong ability to analyze complex data, understand, and make data-driven decisions. + Multi-Tasking: Excellent capability to manage and prioritize multiple cases and tasks effectively in a dynamic environment. + Problem-solving: Skilled in identifying issues, developing solutions, and implementing effective case resolution. + Communication and Relationship Building: Effective verbal and written communication skills, with the ability to build and maintain relationships with carriers and internal stakeholders. ## Description A Product Support Analyst (Messaging) will be the first point of contact for customers experiencing technical issues with SMS/MMS services, focusing on basic troubleshooting and query resolution. The role includes assisting in monitoring message deliverability and managing the initial stages of NNID provisioning. You will collaborate closely with senior team members, escalating complex issues and contributing to the overall efficiency of our technical support services. What You'll Do: * Technical Support for SMPP/MM4 Connections: Troubleshoot and resolve issues related to SMPP and MM4 connections, including diagnosing connectivity and protocol issues. * Message Deliverability Oversight: Monitor and optimize the deliverability of SMS/MMS messages, addressing delays or failures in message transmission. * Provisioning of NNIDs: Manage the provisioning and configuration of NetNumber IDs (NNIDs) necessary for messaging services. * Customer Support: Provide direct support to customers experiencing difficulties, offering solutions via phone, email, or ticking system. * Documentation and Reporting: Maintain records of technical issues and resolutions; prepare reports on service performance and issues. * Collaboration with Development Teams: Work with software developers to communicate customer feedback and assist in new features or fixes. * Learning and Development: Participate in training sessions to improve technical skills. * Incident Management: Handle incident detection, reporting, and resolution, coordinating with various teams for comprehensive solutions. * Feedback Collection: Gather customer feedback to improve products and services. ## Related Videos - [Opening the Mobile Space with CAMARA’s Network APIs - CAMARA Project](https://www.wearedevelopers.com/videos/1728-opening-the-mobile-space-with-camara-s-network-apis-camara-project) - [Rest API Antipatterns](https://www.wearedevelopers.com/videos/100208-rest-api-antipatterns) - [Hacking Kubernetes: Live Demo Marathon](https://www.wearedevelopers.com/videos/488-hacking-kubernetes-live-demo-marathon) - [Enabling intelligent logistics automation: home-grown Industrial IoT platform at Austrian Post](https://www.wearedevelopers.com/videos/2018-enabling-intelligent-logistics-automation-home-grown-industrial-iot-platform-at-austrian-post) - [Develop, test and run a communications application in a serverless cloud](https://www.wearedevelopers.com/videos/760-develop-test-and-run-a-communications-application-in-a-serverless-cloud) - [Web APIs you might not know about](https://www.wearedevelopers.com/videos/281-web-apis-you-might-not-know-about) ## Related Articles - [Upgrading from SMS: What Devs Should Know About WhatsApp and RCS](https://www.wearedevelopers.com/magazine/580-upgrading-from-sms-what-devs-should-know-about-whatsapp-and-rcs) - [The CAMARA Project: How Telcos Collaborating Improves Developer Experience](https://www.wearedevelopers.com/magazine/671-the-camara-project-how-telcos-collaborating-improves-developer-experience) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Best Paying Jobs in Technology](https://www.wearedevelopers.com/magazine/256-best-paying-jobs-in-technology) - [Top-Paying Tech Jobs (with Salaries)](https://www.wearedevelopers.com/magazine/372-top-paying-tech-jobs-with-salaries) - [The Most Popular IT Jobs on the Market](https://www.wearedevelopers.com/magazine/376-the-most-popular-it-jobs-on-the-market)