Tier 1 Support Engineer

| Greater Denver Area
About Payfone
Payfone is an award-winning, rapidly growing digital identity management company headquartered in New York city, serving banking, insurance and healthcare industries. Learn more at www.payfone.com and follow us at https://www.linkedin.com/company/payfone
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.
Payfone has big plans; we’re excited and optimistic about the future. If this sounds like a career for you – come check us out.
Position Summary
As a Tier 1 Support Engineer, you will: Provide world class technical troubleshooting, integration support, and monitoring to a wide range of Fortune 100 customers. Work congruently on onboarding efforts as well as coordinate with the local technical operations and international support. This work also involves working with cross functional teams across Payfone, its partners and its clients so excellent communication is required. This position requires an understanding of various monitoring and troubleshooting solutions, SaaS technologies, incident process flows and escalations.
What You Are Accountable For
As a member of Support team, the Tier 1 Support Engineer is expected to:
Consistently resolve and close customer issues by providing excellent customer service.
Have the ability to learn complex workflow processes
Acquire an understanding of Payfone API internal functionality, configuration, and monitoring
Have the tenacity to leave no stone unturned and think ‘outside of the box’ in order to resolve customer needs
Apply disciplined, process driven methodologies to drive to technical resolution of issues
Manage, categorize, and escalate inbound requests to the appropriate resource for resolution
Communicate promptly to customers regarding the status of their tickets
Promote, maintain and enhance our cultural values of humility, passion, inclusion and leadership
Exhibit a strong passion for learning our products and markets through in-house and external training
Other duties as assigned
What We Require
1 to 3 years of experience in:
 Tier 1 Support or Systems Engineer position
 Splunk, Kibana, Sumo, Datadog, or equivalent
 Similar role for a tech startup
Experience or work exposure to software APIs, HTTP/S, JSON, XML, PostMan
Experience working daily in ticketing systems such as JIRA, FreshDesk, ZenDesk, ServiceNow
Ability to thrive working with highly technical internal and customer team members to drive to problem resolution
Self-starter with the ability to learn new technologies
Ability to keep pace and absorb rapidly evolving technical solutions being developed and deployed in both domestic and international locations
Minimum High School Degree or equivalent; College or University Degree a plus

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.
Payfone 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
    • JavaLanguages
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • AngularJSFrameworks
    • SpringFrameworks
    • OracleDatabases
    • RedisDatabases
    • Dynamo DBDatabases


We're in the heart of Downtown Denver. Our office is accessible via light rail and steps from various restaurants, cafes and the 16th Street Mall.

An Insider's view of Payfone

What’s the vibe like in the office?

The vibe is great! Payfone's done a good job hiring people who really fit the company culture, so everyone gets along. It makes it easy to work hard when you know everyone else in the office is equally motivated and working to make the company more successful. Payfone also does a great job hosting events that get everyone together outside of work.


Implementation Manager

How has your career grown since starting at the company?

I'm constantly challenged to think outside the box. The complexity of our products creates an environment where the projects I'm working on require that I switch between several skills from documentation to data analysis and research. It couldn't get any better! I have a wider and deeper understanding of how a tech company operates.


Associate Business Analyst

What are Payfone Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Retirement & Stock Options Benefits
Company Equity
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
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