Technical Support Analyst II

Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
 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.
Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • ScalaLanguages
    • SqlLanguages
    • react Languages
    • AngularJSFrameworks
    • SpringFrameworks
    • AsteriskFrameworks
    • Luigi Frameworks
    • DB2Databases
    • MongoDBDatabases
    • MySQLDatabases
    • OracleDatabases
    • RedisDatabases
    • Dynamo DBDatabases

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)

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.

Easton

Implementation Manager

What kinds of technical challenges do you and your team face?

The biggest problem our team is trying to solve is how to serve our current clients while also transitioning them to a more cutting edge tech stack in order to create new innovative products.

Elijah

Director of Software Engineer

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.

Moses

Product Owner

How do you empower your team to be more creative?

I provide direction when needed, instill self-direction, and team collaboration. If the team identifies a gap in our product I ask the team how they would solve the problem. This enables them to take the initiative and brainstorm. However at the end of the day, we are a team, and team culture and innovation is what drives creativity.

Crystal

Director of Product Management

What makes someone successful on your team?

To be successful on our team you have to be willing to learn, have passion, and be a team player. I'm never afraid of asking questions because my teammates are so supportive and willing to help. We are all working towards a common goal, helping provide the best security and authentication for our clients!

Xian

Software Engineer

What are Prove (Formerly Payfone) Perks + Benefits

Culture
Friends outside of work
Open door policy
Team owned deliverables
Group brainstorming sessions
Open office floor plan
Diversity
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Prove employees can contribute up to $2700 annually to their FSA.
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Prove provides employees with a 401(k) matching plan managed by Principal.
Employee Stock Purchase Plan
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Relocation Assistance
Professional Development Benefits
Diversity Program
More Jobs at Prove (Formerly Payfone)18 open jobs
All Jobs
Data + Analytics
Dev + Engineer
HR + Recruiting
Operations
Product
Sales
Content
Developer
new
Remote
Data + Analytics
new
Remote
Developer
new
Denver
Developer
new
Remote
Sales
new
Remote
HR + Recruiting
new
Remote
Developer
new
Remote
Sales
new
Remote
Content
new
Remote
Developer
new
Denver
Operations
new
Remote
HR + Recruiting
new
Remote
Developer
new
Denver
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Prove (Formerly Payfone)'s full profileSee more Prove (Formerly Payfone) jobs