Technical Assistance Center (TAC) Data Analyst

Who We Are:

Bandwidth (NASDAQ: BAND) is a global communications software company that helps enterprises connect people around the world with cloud-ready voice, messaging and emergency services. Backed by a network reaching 60+ countries covering 90 percent of global GDP, companies like Cisco, Google, Microsoft, RingCentral, Uber and Zoom use Bandwidth’s APIs to easily embed communications into software and applications. Bandwidth has more than 20 years in the technology space and was the first Communications Platform-as-a-Service (CPaaS) provider to offer a robust selection of APIs built around our own global network. Our award-winning support teams help businesses around the world solve complex communications challenges every day.

At Bandwidth, your music matters when you are part of the BAND.  We celebrate differences and encourage BANDmates to be their authentic selves.  #jointheband

What We Are Looking For:

As a Technical Assistance Center (TAC) Data Analyst, you will work to automate the detection and troubleshooting of service-impacting events. You’ll use vast amounts of data and statistical and analytical methods to support the TAC team’s requirements for Proactive Monitoring. You’ll also work to improve the Bandwidth customer experience by using creative thinking and problem-solving in a dynamic environment. You’ll have wide flexibility to build data-driven solutions for problems defined by leadership and stakeholders.

What You’ll Do:

• Use analytical tools and statistical techniques to build ways for identifying, analyzing, and troubleshooting anomalies, trends, and patterns found in network data 
• Use data analysis techniques and methods to get accurate and actionable insights across multiple datasets 
• Use data analysis for trend analysis and advanced troubleshooting techniques to help proactively and/or quickly mitigate issues to minimize downtime 
• Work with TAC management to optimize data-driven workflows; and provide actionable data solutions, data visualization, and analysis results of our customers’ traffic 
• Think creatively to seek improvements in statistical techniques, reporting methods, and making solutions efficient and scalable 
• Professional communications with customers in reporting identified issues 
• Manage ticket progress to help identify and address customer issues within Service Level Agreement requirements 
• Escalate chronic or intermittent issues to our TAC team and management team 
• Work closely with our customer’s Analytics Teams and internal Analytics and Engineering teams to identify and mitigate issues quickly and efficiently

What You Need:

• Bachelor’s degree in math, statistics, computer sciences, or related fields; or Bachelor’s degree in unrelated field plus 2 years of work experience in statistical analysis 
• Experience using statistical methods, data mining, and analytics techniques on large datasets, using Excel and various other data collection tools. Any experience with SQL and accessing data, plus automation with Python is a plus 
• Strong analytical and critical thinking skills, with high attention to detail, and the ability to collect, organize, analyze, and present significant amounts of information 
• Highly self-motivated, with the ability to work independently and take ownership of issues, and willingness to overcome challenging problems while identifying opportunities for improvement

Bonus Points:

• Experience within analysis in telecom, networking, financial, or other technical, data-driven businesses is a plus 
• Knowledge of software development

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.

Are you excited about the position and its responsibilities, but not sure if you’re 100% qualified? Do you feel you can work to help us crush the mission? If you answered ‘yes’ to both of these questions, we encourage you to apply! You won’t want to miss the opportunity to be a part of the BAND.

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