Tier 2 Support Engineer at Prove (Formerly Payfone)

| Greater Denver Area
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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.

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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 remote at the moment for both our Denver and New York location.

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
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