[Hiring] Senior Production Support Engineer @Pindrop

Role Description

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

• 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

Qualifications

• 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)

Benefits

• Competitive compensation, including equity for all employees
• Unlimited Paid Time Off (PTO)
• 4 company-wide rest days in 2025
• Generous health and welfare plans, including an employer-paid employee-only option
• Best-in-class employer HSA contributions
• Vision and dental coverage for you and your family
• Employer-provided life and disability insurance
• Paid parental leave (equal for all parents)
• One year of diaper delivery for new parents
• Identity protection through Norton LifeLock
• Monthly phone and internet allowance
• One-time home office allowance
• Remote-first work environment
• Company holidays
• Annual professional development and learning stipend
• Choice of Apple MacBook Pro
• 401(k) with competitive company match
• Wellness program including EAP and 24/7 telemedicine