Senior Support Engineer, Prove
$120-135k
+Company Bonus & Equity
Identity verification platform
Be an early applicant
Identity verification platform
201-500 employees
Be an early applicant
$120-135k
+Company Bonus & Equity
201-500 employees
Company mission
To enable a digital world where every consumer and company can transact with trust.
Role
Who you are
- We are looking for Provers 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 smart but natural curiosity and tenacity. Teamwork is also important to us – we work together and play together
- 6+ years of technical support experience, with a strong emphasis on software applications and integrations in SaaS, PaaS, or IaaS environments; Bachelor’s degree in IT or a related field, preferred
- Strong technical skills in Service/Platform/Infrastructure as a Service architecture, application use, and management, with a preference for experience in specific software applications relevant to the business
- Proficiency with log analysis tools like Splunk and Honeycomb, including experience in building dashboards and real-time alerts
- Proven experience in high-pressure, customer-facing situations, with the ability to provide consultative support and resolve escalations with cross-functional teams
- Exceptional communication skills, capable of engaging and influencing stakeholders across various functions
- Proficiency with customer support technologies and CRM systems (e.g. Salesforce)
- Ability to navigate a fast-paced, growth-oriented environment with ease
- Resilience, Tolerance for Change/Ambiguity
What the job involves
- Reports To: Director, Global Support
- The Senior Support Engineer provides the highest level of B2B technical support to a mix of technical and non-technical customers by diagnosing, troubleshooting, repairing and debugging complex software and/or networked systems
- You will be expected to develop deep expertise in our products, API’s and various configurations to enable them to work independently to resolve customer issues
- On a daily basis, the Senior Support Engineer creates, resolves, and maintains tickets, while working to resolve customer related issues and requests. It is essential that the Senior Support Engineer maintains accurate records of all activities and interactions in our CRM and respond to customers within identified service level agreements
- You will inform management of important issues regarding personnel, performance, client perception, and project statuses, and work with colleagues to ensure quality service
- Diagnose and troubleshoot complex technical issues in software applications, APIs, and networked systems
- Serve as a point of escalation for escalated customer concerns, working with internal teams to drive resolution
- Participate in on-call rotation, as required
- Flexibility during critical incidents or escalations which may fall outside of core working hours
- Partner with technical teams (Platform, Engineering, Product) to enhance customer experience and resolve advanced issues
- Develop and present impactful content and presentations for various platforms and audiences, including executive and board-level presentations
- Actively contribute to Knowledge-Centered Support (KCS) processes and continuous improvement
- Participate in special projects, collaborating on process improvements with the Support Operations Manager
Our take
Prove's identity-proving solutions allow businesses to enable their customers to prove their identities with just a phone. It is used by more than 1,000 global enterprises and 500 financial institutions (including 8 of the top 10 US financial institutions) across multiple industries.
With more and more activity taking place online and via mobile devices, Prove offers companies speed and security while processing transactions. The identity verification space is buoyant, with many other companies providing the service, such as OneLogin and Callsign.
Despite the competition in the market, Prove has grown to be a leading, award-winning, platform. Its phone-centric tokenization and passive cryptographic solutions have had tremendous corporate momentum and recognition, including being the only identity verification provider to be named to Deloitte’s prestigious Technology Fast 500 list for the fifth year in a row. As one of the Financial Times' Fastest Growing Companies’, Prove is well set to further its hold on the market.
Freddie
Company Specialist
Insights
Company
Funding (last 2 of 9 rounds)
Oct 2023
$40m
LATE VC
Jun 2020
$100m
LATE VC
Total funding: $252.1m
Company benefits
- 401k Match
- Parental Leave Policy
- Stock Options
- Health benefits
- Wellbeing reimbursement
- Work From Home Opportunities
- Bonus Scheme
- Generous Vacation Time
Company values
- Humility
- Passion
- Inclusion
- Leadership
Company HQ
NoMad, New York, NY
Articles
Leadership
Rodger Desai
(CEO)Studied at Harvard Business School after working as an Engineer for Exxon Mobil, General Electric, and Accenture, as well as co-founding several venture-backed startups.
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