About the Role
We’re hiring for a Senior Production Support Engineer to work on a 4 PM—1 AM Eastern European Time shift, ensuring the reliability, stability, and performance of Pindrop’s platform.
In this role, 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
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 (weekend coverage once in 6-8 weeks)
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
7+ years of experience in a similar role or strong foundational experience in production support
Prior experience in a customer-facing technical role, including direct communication with external customers
Strong understanding of RESTful APIs and tools used to interact with them
Advanced English is required, with excellent written and verbal communication skills
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
Support peers in resolving complex technical issues
Within 60 days:
Independently manage customer cases and production incidents
Collaborate closely with multiple internal teams
Wit
