Product Development Support Analyst

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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.

The Product Support Analyst is an integral part of the product development team working in a fast-paced environment. Providing support to internal and external customers. You will be solving problems related to our application interfaces inputs, outputs, configuration, or implementation in multiple markets. You will be required to research, document and provide solutions to support tickets as well as identifying proactive solutions. You will also own creating and updating data coverage maps and other reports that will be used by the Product development team. These reports will be used to understand coverage, data quality and to identify holes in our products as well as the data of our partners. This position is an analytical and slightly technical position to help guide the future product suite.

What You Are Accountable For

  • Own internal and external product support requests; Triage, track, and ensure adequate closure
  • Understanding the Prove product solutions and their features to proactively identify potential issues
  • Analyzing data, summarize and report results to the stakeholders
  • Own the Prove data coverage testing process to document existing data coverage and identify gaps
  • Establish yourself as the bridge between the Engineering, Sales, and Onboarding teams to ensure these cross-departments have an adequate understanding of the Prove solutions
  • Communicate effectively with internal stakeholders and set realistic external expectations.
  • Create and maintain product documentation which may include release notes, user guides, API documentation and marketing materials
  • You don’t need to be an engineer, but you need to speak the engineering language (APIs services, technical systems, SaaS consumption and delivery).
  • Promoting, maintaining, and enhancing our cultural values of humility, passion, inclusion, and leadership
  • Performing other duties as assigned

What We Require

  • Two to five years of experience in Product or Software as a business or support analyst in a fast-paced scaling environment
  • Self-starter with the ability to learn new technologies
  • Exceptional analytical, process-oriented, evaluative, and troubleshooting abilities
  • Excellent interpersonal and communication skills with the ability to interact effectively with others, including various levels of management.
  • Excellent time management skills, ability to multi-task, prioritize, and detail oriented
    • BS degree in technical discipline or equivalent experience
  • Knowledge of :
    • Windows Operating Systems and MS Office
    • Testing/troubleshooting RESTFul APIs
    • Identity authentication domain
    • Agile/Scrum Methodology
The salary range for this role for Denver, Colorado only is $65,000-80,000. 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.
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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 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
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