Senior Support Engineer

About Prove

As the world moves to a mobile-first economy, businesses need to modernize how they acquire, engage with and enable consumers. Prove’s phone-centric identity tokenization and passive cryptographic authentication solutions reduce friction, enhance security and privacy across all digital channels, and accelerate revenues while reducing operating expenses and fraud losses. Over 1,000 enterprise customers use Prove’s platform to process 20 billion customer requests annually across industries, including banking, lending, healthcare, gaming, crypto, e-commerce, marketplaces, and payments. For the latest updates from Prove, follow us on LinkedIn.

Prove is driving the future of digital identity. 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.

Prove has big plans, and we’re excited about the future. If this sounds like the place for you – come join our team!

Title: Senior Support Engineer
Department: iO, Global Support
Reports To: Director, Global Support
FLSA Status: Exempt
Location: Hybrid in Chicago, IL

Job Summary
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, APIs and various configurations to enable you 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.

Key Responsibilities

• 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.

Qualifications

• 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.

This position description should not be considered the final description of the position. The position description is not intended to be an all-inclusive list of duties and standards 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. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

The anticipated salary range for this role is $120,000 - $135,000 plus company bonus. Offered salary will be determined by the applicant’s education, experience, knowledge, skills, geo-location and abilities, as well as internal equity and alignment with market data.

Benefits & Perks For FTE Provers

• Competitive salaries & Bonus Plan (for eligible roles) and Equity Plan
• 401(k) Retirement (Pension) Plan & Match
• Comprehensive medical benefits for you and your family
• Emotional & Physical Wellness – Access to wellness services (EAP, Prove Well-Being Reimbursement)
• Unlimited Vacation and Flexible hours
• Bottomless snacks & beverages for all office locations
• Daily GrubHub stipend for lunch if coming into the office.
• A great place to work and connect with other talented Provers like yourself!

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Prove we are dedicated to building a diverse, inclusive and authentic workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyways. You may be just the right candidate for this or other roles.

Privacy & Data Protection
When you are applying for a job at Prove, we collect and use your personal information in the job application process. To understand more about how Prove uses your personal information, please see our Recruitment Privacy Policy on our website.

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.