Product Support Engineer

<p><strong>Who We Are:</strong></p> <div> <p>At <strong>Bandwidth</strong>, we shape how the world connects. We're the global communications software company and Tier 1 network operator with global reach. The voice, messaging, and emergency services infrastructure behind the brands and apps you use every day.</p> <p>Because we own the network we build on,<em> the problems you'll solve here are bigger, more complex, and more impactful. </em>And as communications shifts to AI, we're the infrastructure layer making it possible.</p> <p>We call ourselves BANDmates because building something this big takes collaboration, different perspectives, and the freedom to bring your authentic self to the table.</p> <p>We're experts who speak like humans. Ready to build what's next? <strong>#JoinTheBand</strong></p> </div> <p><strong>What We Are Looking For:</strong></p> <p>The <strong>Product Support Engineer </strong>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.</p> <p><strong>What You’ll Do:</strong></p> <ul> <li>Investigate and resolve complex technical issues reported by customers, escalating to engineering when necessary.</li> <li>Reproduce and document customer-reported issues, providing detailed information for engineering teams.</li> <li>Analyze customer data, logs, and system configurations to identify root causes of problems.</li> <li>Collaborate with engineering, product, and other internal teams to resolve issues and implement improvements.</li> <li>Communicate technical solutions and workarounds to customers in a clear and concise manner.</li> <li>Create and maintain internal documentation, knowledge base articles, and troubleshooting guides.</li> <li>Participate in product testing and validation efforts, providing feedback on usability and functionality.</li> <li>Advocate for customer needs and feedback within the organization, ensuring that customer perspectives are considered in product development.</li> <li>Stay up-to-date on product features, functionality, and technical specifications.</li> <li>Participate in on-call rotation and provide support during off-peak hours as needed.</li> </ul> <p><strong>What You Need:</strong></p> <ul> <li> Bachelor's degree in Computer Science, Engineering, or a related technical field.</li> <li>1-3 years of experience in technical support, software development, or a related field.</li> <li>Must have understanding of voice networks</li> <li>Familiar with APIs and software development concepts</li> <li>Customer ticketing system knowledge such as SalesForce, Remedy, Zendesk, etc.</li> <li>Strong troubleshooting and problem-solving skills.</li> <li>Proficiency in at least one programming language (e.g., Python, Java, Go).</li> <li>Experience with Linux operating systems and command-line tools.</li> <li>Excellent communication and interpersonal skills.</li> <li>Ability to work independently and as part of a team.</li> <li>Familiarity with cloud computing platforms (e.g., AWS, Azure, GCP) is a plus.</li> </ul> <p><strong>Bonus Points:</strong></p> <