Technical Support Analyst II at Prove (Formerly Payfone)

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 About Prove 
 
Prove is the modern platform for continuous identity authentication and is used by over 1,000 enterprises and 500 financial institutions including 9 of the top 10 U.S. banks. Prove’s cloud solutions and mobile intelligence -driven APIs can be easily orchestrated to increase Approve Rates to over 90%, enabling companies to authenticate customer identities accurately, effortlessly, and privately, while mitigating fraud. Prove’s solutions are available in 195 countries. For the latest updates from Prove, follow us on LinkedIn. 
 
As we continue to scale our company, we are looking for people who know how to make an impact. We’re talking self-starting professionals who thrive in a fast-paced environment, process information quickly and make intelligent decisions. The work is challenging and requires not only smarts, but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together.   
 
Prove has big plans; we’re excited and optimistic about the future. If this sounds like a career for you – come check us out.

As a Technical Support Analyst, you will be responsible for providing advanced and escalated technical support. You will troubleshoot, resolve, document and if necessary, escalate to a Tier III or IV resource to resolve the customer’s concern. In this role, you will also be responsible for the documentation of all customer communication and internal records of support activity before escalation to the next service tier. This role would be responsible for understanding the current infrastructure and communication systems, implementing a high quality, effective service desk, and coordinating across all departments for operationalizing use of the service desk. This role requires technical problem-solving aptitude, strong written and oral communications skills.

Key Responsibilities

  • Investigate reported issues and identify if the issue is a regression, bug, known limitation or expected behavior
  • Raise cases for bugs with the application that have not been reported by clients 
  • Support Tier one by providing technical solutions beyond the skill level of tier one support and provide technical mentorship
  • Proactively contribute to ongoing process improvement
  • Review and contribute to user documentation
  • Interface directly with internal and customer-facing teams, SMEs, and product owners while driving issues to resolution
  • Coordinate escalations with internal engineering teams for customer-facing problems requiring complex analysis and resolution
  • Contribute to enhanced usability by identifying and documenting suggested improvements

What We Require

  • Bachelors or Masters in a technical and/or management field (e.g., Computer Science, Engineering, Management Information Systems, Business Administration, etc.). OR At least 4 years of relevant experience
  • Experience with Splunk or other log analysis platforms
  • Familiarization with rest APIs or understanding of JSON
  • Troubleshoot issues using log analysis tools like Splunk
  • Strong attention to detail and accuracy of observation
  • Good communication and presentation skills, and the ability to explain complex issues to internal and external customers
  • Ability to work independently with remote distributed team members
  • Sound experimental methodology, documentation and reporting skills
  • Strong customer service and support focus
  • Strong organizational and planning skills
  • Excellent interpersonal and communication skills
  • Experience with ticketing systems such as Jira, Freshdesk, Zendesk

The salary range for this role for Denver, Colorado only is $65,000-85,000. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, and abilities, as well as internal equity and alignment with market data.

This position is eligible to participate in the annual incentive program.  Prove’s Benefits include but are not limited to:

-Excellent health, dental, and vision insurance that begins on your first day of employment

-401(k) plan with company match

-Unlimited vacation time 

This position description should not be considered the final description of the position. It should be assumed that we would, to some extent, structure responsibilities in accordance with the successful candidate’s capabilities and changing business conditions.
 
Prove is an equal opportunity employer committed to providing equal employment opportunity for all people regardless of race, color, religion, gender or sexual orientation, age, marital status, national origin, citizenship status, disability, veteran status or other personal characteristics.
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Technology we use

  • Engineering
  • Sales & Marketing
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • AsteriskLanguages
    • LuigiLanguages
    • ReactLibraries
    • AngularJSFrameworks
    • SpringFrameworks
    • AsteriskFrameworks
    • MySQLDatabases
    • Dynamo DBDatabases
    • SalesforceCRM

Location

Our teams are currently working remotely at the moment for both our Denver and New York locations.

An Insider's view of Prove (Formerly Payfone)

How does your team reward individual success?

When a team member does well, she/he is given even more responsibility and opportunities to demonstrate leadership. We also share success stories with the wider team over Slack and toast to wins in virtual happy hours.

Mitul

Director of Product Management

What does your typical day look like?

I am responsible for overseeing and coordinating the candidate experience concentrated particularly on the sales and business development departments. This includes making sure we make the candidate experience as seamless as possible by scheduling and being a vessel of unequivocal communication during their interviewing process.

Danellie

Talent Aquistion Coordinator

What are some things you learned at the company?

I've learned how to ask for help, take risks, and lead with confidence. Prove's culture has given me the space to be creative and able to chart my own path.

Ken

Product Marketing Manager

How do you empower your team to be more creative?

I conduct weekly one-on-ones with everyone on my team. I always ask about how we can be more effective as a team/organization. I want them to feel that they have a voice and input in how we can be efficient.

Michele

Vice President of Sales

What makes someone successful on your team?

Success in the Revenue organization starts with an insatiable pursuit of knowledge to truly understand our customer's specific goals and the obstacles to exceeding those goals. Our path to success is our customer’s success, if we don’t start with seeking an understanding of walking in their shoes, we’ve missed an opportunity to be a valued partner.

Kathleen

Chief Revenue Officer

What are Prove (Formerly Payfone) Perks + Benefits

Prove (Formerly Payfone) Benefits Overview

We offer a wide range of compensation & benefits programs that support Provers and their loved ones.

Culture
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Fitness Subsidies
Home Office Stipend for Remote Employees
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Continuing Education stipend
Time allotted for learning
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