[Hiring] Senior Production Support Engineer @Pindrop

Role Description

Pindrop is hiring a Senior Production Support Engineer to serve as a technical expert across Pindrop's platform, with a strong focus on API integrations, complex troubleshooting, and production reliability. You'll own the resolution of critical production issues, lead high-severity incident investigations, and collaborate with Engineering, Product, and Customer Success to deliver reliable solutions and exceptional customer experiences. This role is ideal for a hands-on problem-solver who thrives in customer-facing environments, enjoys working with complex systems, and is passionate about technical excellence and continuous improvement.

What You'll Do

• Serve as a subject matter expert for Pindrop's platform, APIs, integrations, and customer environments.
• Troubleshoot complex production issues and API integration challenges, including authentication, connectivity, and configuration.
• Own critical escalations and lead technical investigations during Sev1 incidents.
• Collaborate with Engineering, Product, and Customer Success to resolve issues and support successful deployments.
• Conduct root cause analysis, identify recurring issues, and drive long-term improvements.
• Monitor production health and recommend improvements to tooling, automation, and support processes.
• Mentor engineers and maintain technical documentation, runbooks, and troubleshooting guides.
• Participate in on-call rotations, including after-hours support as needed.

Qualifications

• A technically curious problem-solver with strong analytical and troubleshooting skills.
• Calm under pressure and confident in handling critical production incidents.
• Customer-focused, collaborative, and comfortable communicating with technical and non-technical stakeholders.
• Proactive, accountable, and committed to improving system reliability.
• Passionate about mentoring, knowledge sharing, and learning new technologies.

Requirements

• 7+ years of experience in Production Support, Application Support, Technical Support Engineering, or a related role.
• Strong knowledge of RESTful APIs, API integrations, HTTP/HTTPS, authentication, and troubleshooting tools such as Postman or cURL.
• Experience with cloud platforms such as AWS or GCP.
• Working knowledge of Linux, SQL, relational databases, and scripting.
• Experience investigating application logs, production issues, and complex system behavior.
• Familiarity with monitoring, ticketing, and incident management tools.
• Proven ability to independently troubleshoot complex issues and manage technical escalations.
• Strong communication, documentation, and mentoring skills.

Nice to Have

• Understanding of VoIP technologies and SIP.
• Knowledge of networking fundamentals, including TCP/IP, DNS, and TLS/SSL.
• Experience with monitoring, observability, or automation tools.

Benefits

• Competitive compensation, including equity for all employees.
• Unlimited Paid Time Off (PTO).
• Company-wide rest days.
• Generous health and welfare plans, including an employer-paid employee-only option.
• 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.