Technical Support Analyst II
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.