Product Support Engineer

Who We Are:

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.