Senior Production Support Engineer (2d shift: 5 PM - 1 AM EST)

About the Role

As a Senior Production Support Engineer, you’ll play a critical role in ensuring the reliability, stability, and performance of Pindrop’s platform. You’ll own the resolution of complex production issues, act as a technical leader during high-severity incidents, and partner closely with Engineering, Product, and Customer Success teams to continuously improve systems, tooling, and support processes.

This role is ideal for a hands-on technologist who thrives in fast-paced, customer-facing environments, enjoys deep technical problem-solving, and takes pride in ownership, mentorship, and operational excellence.

What You’ll Do

As a Senior Production Support Engineer, you’ll play a critical role in resolving complex production issues, driving cross-functional collaboration, and continuously improving system reliability and support processes.

• Own the resolution of complex production issues and lead incident response for critical (Sev1) events

• Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high-quality post-launch support

• Perform root cause analysis, implement long-term fixes, and improve system reliability

• Act as a subject matter expert (SME) for Pindrop’s platform, including APIs, integrations, and customer environments

• Mentor Production Support Engineers through incident response, technical deep dives, and knowledge sharing

• Proactively monitor production health, analyze incident trends, and recommend automation or preventive improvements

• Create and maintain technical documentation, runbooks, and post-incident reports

• Participate in on-call rotations, including after-hours support when required

Who You Are

• A technically curious problem-solver who thrives in fast-paced, customer-facing environments

• Calm and methodical under pressure, with the ability to lead during Sev1 incidents

• Collaborative and empathetic, focused on earning customer trust through ownership and consistency

• Passionate about mentoring and helping others grow through knowledge sharing

• Detail-oriented while able to think holistically about long-term system stability

• Adaptable and eager to learn new tools, technologies, and approaches

• Accountable and proactive, taking initiative and following through without being asked

Your Skill Set

• 5+ years of experience in a similar role or strong foundational experience in production support

• Strong understanding of RESTful APIs and tools used to interact with them

• Experience with cloud platforms such as AWS, GCP, or similar

• Familiarity with Linux operating systems, relational databases, and scripting

• Experience using cloud-based ticketing and incident management tools

• Proven ability to troubleshoot complex issues end-to-end

• Strong technical curiosity and interest in modern, cutting-edge technologies

• Ability to quickly learn new tools and become a go-to technical resource

• Experience creating and maintaining high-quality technical documentation

• Proven mentoring and coaching experience

• Strong ownership mindset in incident management and customer experience

• Excellent communication skills with both technical and non-technical stakeholders

Nice to Have

• Understanding of VoIP technologies

• Familiarity with networking concepts (TCP/IP)

What’s in It for You

As a Pindropper, you’ll join a rapidly growing company using voice technology to make security more human. You’ll work alongside talented, passionate teammates in a supportive, remote-first environment.

Your First 90 Days

Within 30 days:

• Complete onboarding and New Employee Orientation

• Support peers in resolving complex technical issues

Within 60 days:

• Independently manage customer cases and production incidents

• Collaborate closely with multiple internal teams

Within 90 days:

• Share new ideas and approaches to elevate how we resolve complex technical issues

What we offer:

As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:

• Competitive compensation package with a base annual salary of $90,000–$110,000, along with RSUs (Restricted Stock Units) granted to all employees, ensuring everyone shares in the company’s long-term success.
• Remote-first environment - giving you flexibility and autonomy in how you structure your day.
• While we work flexibly, we prioritize meaningful in-person moments through regular team on-sites, company-wide events, and intentional gatherings that foster connection, collaboration, and shared success.
• Unlimited Paid Time Off (PTO)
• Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
• Best-in-class Health Savings Account (HSA) employer contribution
• Low-cost vision and dental plans for you and your family, providing comprehensive coverage and peace of mind.
• Paid Parental Leave - Including birth, adoptive & foster parents
• One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
• Recurring monthly phone and internet allowance to help cover essential connectivity costs and support flexible work.
• Enhanced fertility and GLP-1 benefits to support family-building journeys and personalized health needs.
• Annual Learning & Development stipend to support your professional growth, skill-building, certifications, and continued education.