Technical Support Analyst II

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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
    • 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

What are some social events your company does?

Being on the operational side of an organization that puts employees first is amazing. We have a very collaborative culture which allows for team off-sites, cross functional and team building events globally. My mission is to make our Provers lives easier and more fun, that is what "the Prove Culture" means to me.

Luis

Operations Manager

What's the biggest problem your team is solving?

One larger problem my team and I have been working on is closing the gap in communications with Legal and Revenue. We’re doing this by launching a new contract repository that can integrate with Salesforce and track contracts in negotiation. I anticipate that this will make it easier to stay on the same page, viewing updates in one succinct spot.

Wendy

Paralegal

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’s the vibe like in the office?

While I primarily work remotely, I always feel welcomed and a part of the team as soon as I step into the office. The space is sunny and bright, the atmosphere is relaxed, and colleagues are collaborative. I know if I've made the trip, I'm in for a productive (and fun!) day. The well-stocked kitchen and occasional catered lunch don't hurt either!

Danielle

Customer Success Manager

What are Prove Perks + Benefits

Prove Benefits Overview

Prove is proud to be an organization that keeps people safe and secure not only digitally with our solutions, but also internally with how we support and care for our employees. We offer a wide range of compensation & benefits programs that support Provers and their loved ones.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Quarterly engagement surveys
Hybrid work model
In-person revenue kickoff
President's club
Diversity
Highly diverse management team
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Prove employees can contribute up to $2700 annually to their FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Discount through Fetch
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Prove provides employees with a 401(k) matching plan managed by Principal.
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Dependent Care FSA
Generous parental leave
Family medical leave
Fertility benefits
Through insurance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Grubhub credit when in office
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Fitness stipend
Through Gympass or Wellbeing Reimbursement
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Virtual coaching services

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