Tier 2 Support Engineer

| Greater Denver Area
About Prove 
Prove is the modern platform for continuous identity authentication and is used by over 1,000 enterprises and 500 financial institutions including 7 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.
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

  • 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 of 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

What We Require

  • 3 to 5 years of experience in a Tier 2+ Support / Systems Engineer position.
  • 3 to 5 years of experience with Splunk, Kibana, Sumo, Datadog, or equivalent
  • Minimum of Previous experience in a high-grown start-up moving from >100 to 500+ customers
  • Experience or work exposure to software APIs, HTTP/S, JSON, XML, PostMan
  • Experience working daily in ticketing systems such as JIRA, FreshDesk, ZenDesk, ServiceNow
  • Experience work with reporting solutions such as Looker, Tableau, Power BI
  • Some exposure to SaaS architectures, firewalls, load balancers, databases, NoSQL stores, in-memory stores, high volume transaction processing
  • Work in a highly compliant environment including PCI, SOC1/SOC2, HIPAA, GDPR
  • Work in a company triaging issues for Fortune 100 customers with the highest level of service level expectations
  • Demonstrated work history of analytical thinking and problem-solving strategies for resolving complex technical issues
  • Self-starter with the ability to work independently as needed to drive resolution to existing and potentially never before encountered issues quickly.

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

Location

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

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
Dedicated Diversity/Inclusion Staff
Someone's primary function is managing the company’s diversity and inclusion initiatives
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
Life insurance is equal to 1 times an employee's annual salary.
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
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
Happy hours are hosted At team's discretion.
Relocation Assistance
Professional Development Benefits
Diversity Program
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