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Product Support Engineer - API

Company: Bandwidth Inc.
Location: Raleigh
Posted on: September 15, 2019

Job Description:

Who We AreBandwidth lives for innovation! Our technology powers brands like Google, Microsoft, GoDaddy, Arlo, Netgear, Zoom, Rover and more of the most exciting leaders in technology. Our intelligent voice, messaging, 9-1-1 access, and phone number services- all backed by Bandwidth's own nationwide, all-IP voice network-allow us to power the way people communicate, connect, and do business.At Bandwidth, your music matters when you are part of the BAND. We celebrate differences and encourage BANDmates to be their authentic selves. #jointhebandWhat We Are Looking ForThe Technical Assistance Center (TAC) team is searching for a Product Support Engineer - API to provide technical customer support for the API product offering. This position requires familiarity with software development and APIs accompanied by an understanding of voice networks. Excellent customer services skills along with strong communication skills are a must for this position. This role works in a normal office environment. On-call rotation may be required.What You'll Do Provide technical support to customers for API SMS/MMS and Voice products Professional communications with customers in troubleshooting reported issues Manage ticket progress to address and resolve customer issues within Service Level Agreement requirements Interface between the customer and internal teams (engineering and development) on complex or escalated issues Serve as an escalation point for chronic or intermittent problems What You Need Experience with HTTP, JavaScript, WebRTC and REST Experience Voice over Internet Protocol (VoIP) and Session Internet Protocol (SIP) applications is preferred Familiar with APIs and software development concepts Customer ticketing system knowledge such as SalesForce, Remedy, Zendesk, Jira, etc. Ability to multi-task in a fast-paced environment Acute attention to detail Outstanding customer service skills Excellent communication skills (verbal, non-verbal & written) The Whole Person PromiseWe make a "Whole Person" promise to our team. You can have both meaningful work PLUS a full life at Bandwidth. We focus on accomplishing our mission as "whole people." That means we take care of our people-in body, mind, and spirit. Health: We pay 100% for benefits coverage including Medical, Dental, Vision, Prescription, Life, and Disability. Corporate chaplains, EAP and 401K match. Fitness: 90-minute fitness lunch with a paid gym membership with shuttle service available for workouts. On-site cardio gym, locker room/showers, classes, and sponsored sports and leagues. Nutritionist and personal trainer on-site. Volunteer: We have a program dedicated to providing volunteer opportunities to employees, Bandwidthcares.

Keywords: Bandwidth Inc., Raleigh , Product Support Engineer - API, Engineering , Raleigh, North Carolina

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