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# Technical Support Analyst

- **Company:** Bandwidth.com, Inc.
- **Location:** Raleigh, NC, United States
- **Experience:** Starter
- **Contract:** Permanent contract
- **Skills:** Data Analysis, VoIP, Issue Tracking Systems, Network Troubleshooting, Packet Analyzer, Public Switched Telephone Networks, Wide Area Networks, Network Routers, Information Technology
- **Published:** August 11, 2026
- **Apply:** https://job-boards.greenhouse.io/bandwidth/jobs/8122394

## About the Role

+ Bachelor's degree in Computer Science, Information Technology, or related technical field
 * Experience:
 + 1-2 years of experience in technical support or related field
 * Skills:
 + Basic proficient in Networking, VoIP/SIP, and SMS/MMS applications.
 + Excellent communication and interpersonal skills.
 + Capable of multitasking in a fast-paced environment.
 + Strong problem-solving skills.
 + Able to work individually and in teams with a focus on detail.

Bonus Points:

 * Education: Certifications - Network+, CCNA or similar
 * Experience: PSTN, PBX, HTTP Messaging, or Enterprise Telephony experience.

## Description

The Technical Support Analyst will provide technical support to customers who are experiencing software, hardware, or networking issues. Your main goal will be to ensure customer satisfaction by resolving technical issues or escalating them to appropriate teams when needed. This position requires technical expertise in Local and Wide Area Networks, Router Configurations, VOIP, and SMS/MMS Messaging.

What You'll Do:

 * Identify and troubleshoot technical issues related to networking, VoIP, HTTP messaging, 911 or Toll-Free.
 * Address customer inquiries through our ticketing system, phone, or email in a timely and professional manner.
 * Analyze call flows, packet captures, and system logs for faults.
 * Collaborate with customers, vendors, carriers, or internal teams to obtain information and resolve issues.
 * Test and duplicate customer issues to validate the issue and resolution.
 * Escalate issues to the relevant teams when required.
 * Satisfy or exceed all Service Level Agreements, Customer Satisfaction, and related business metrics.
 * Interact with various teams to provide feedback and recommend improvements to current products or procedures.
 * Keep up-to-date with technical knowledge and learn new technologies and products.
 * Provide guidance, technical knowledge, and best practices to customers.
 * Use data analytics techniques and methods to gain accurate and actionable insights into customer traffic patterns.


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