Tier II Support Engineer

| Greater Denver Area
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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.


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 Prove, 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 Prove 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 Prove 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.

The salary range for this role based in Denver, Colorado is $60,000- 75,000.  (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 employment401(k) plan with company matchUnlimited vacation time Stock option grants for each full-time new hire.


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
    • 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

What are some social events your company does?

I love participating in social events at Prove and there are many opportunities to gather socially – from team and office happy hours to our annual holiday. The Chicago office recently took a dinner cruise on the Chicago River! There is also a book club that meets regularly and – my favorite – a Slack channel to share pictures of our pets.

Jennie

Manager, Production Operations

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 Perks + Benefits

Prove Benefits Overview

Prove is proud to be an organization that keeps people safe and secure not only digitally with our solutions, but also internally with how we support and care for our employees. We offer a wide range of compensation & benefits programs that support Provers and their loved ones.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Open office floor plan
Quarterly engagement surveys
Hybrid work model
In-person revenue kickoff
President's club
Diversity
Highly diverse management team
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Prove employees can contribute up to $2700 annually to their FSA.
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Discount through Fetch
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Prove provides employees with a 401(k) matching plan managed by Principal.
Company equity
Performance bonus
Child Care & Parental Leave Benefits
Childcare benefits
Dependent Care FSA
Generous parental leave
Family medical leave
Fertility benefits
Through insurance
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Paid volunteer time
Paid holidays
Paid sick days
Flexible time off
Bereavement leave benefits
Office Perks
Commuter benefits
Company-sponsored outings
Free daily meals
Grubhub credit when in office
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Through Gympass or Wellbeing Reimbursement
Mother's room
Professional Development Benefits
Job training & conferences
Lunch and learns
Promote from within
Mentorship program
Virtual coaching services

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