We’re actively looking to add exceptional people to our team who align with how we envision ourselves culturally and professionally.  As a lens to how outsiders see Payfone, you will represent a team of people who love what they do and who they work with.  

Position Summary

As a Tier 2 Support Engineer, you will: Provide world class technical troubleshooting, integration support, and monitoring to a wide range of Fortune 100 customers. Work concurrently 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 a well-rounded understanding of various monitoring and troubleshooting solutions, SaaS technologies, incident process flows and escalations, and hands on experience with high volume application solutions.

What You Are Accountable For

As a member of Support team, the Tier 2 Support Engineer is expected to:

• Always be resolving and closing customer issues by providing excellent customer service.

• Have the ability to understand complex workflow processes.

• Acquire an expert level understanding of all Payfone API internal functionality, configuration, and monitoring.

• Have the tenacity to leave no stone unturned and think ‘outside the box’ in order to resolve customer needs.

• Apply disciplined, process driven methodologies to drive to technical resolution of issues.

• Maintain focus while dealing with potentially multiple inbound issues.

• Understand upstream and downstream data flows within the Payfone ecosystem at technical level.

• Contribute to the identification and technical root cause for incidents including concise documentation. 

• Contribute to the creation and maintenance trend analysis, SLA, and KBA reporting.

• Other duties as assigned

Education & Experience

• Minimum of 5 years of experience in a Support / Systems Engineer position

• Minimum or 3 years of experience with Splunk

• Minimum of 3 years in a similar role for a tech startup

• Strong coordination, organization, and communication abilities

About Payfone

Payfone is a leader in secure mobile authentication.  Payfone's suite of network authentication services provides unparalleled mobile security while eliminating friction from the customer experience. The company is backed by leading venture firms, financial institutions and wireless carriers and is based in New York.

Payfone is backed by American Express, Relay Ventures, Opus Ventures, RRE Ventures, Early Warning Service, Rogers Communications, and Verizon Communications. Payfone is based in New York City with product and engineering offices in Denver, CO.

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.