About the Role
We’re looking for a Senior Production Support Engineer to join our team on a 6:00 AM—3:00 PM Eastern European Time schedule. In this role, you’ll help ensure the reliability, stability, and performance of Pindrop’s platform while working closely with Engineering, Product, and Customer Success teams.
This is an excellent opportunity for an experienced production support engineer who enjoys solving complex technical challenges, working directly with enterprise customers, and collaborating across teams to deliver a high-quality customer experience. You’ll take ownership of critical production issues, lead incident resolution, and contribute to continuous improvements that enhance platform reliability and operational efficiency.
What You’ll Do
As a Senior Production Support Engineer, you’ll play a key role in maintaining the health of Pindrop’s production environment while partnering with cross-functional teams to resolve complex issues.
Own the resolution of complex production issues and lead incident response during critical (Sev1) events.
Investigate and troubleshoot issues across applications, APIs, cloud infrastructure, integrations, and customer environments.
Collaborate with Product, Engineering, and Customer Success teams to support deployments and ensure successful post-release operations.
Perform root cause analysis, implement long-term fixes, and identify opportunities to improve system reliability.
Serve as a subject matter expert for Pindrop’s platform, APIs, and customer integrations.
Proactively monitor production health, analyze incident trends, and recommend automation or process improvements.
Create and maintain technical documentation, runbooks, knowledge base articles, and post-incident reports.
Mentor teammates by sharing technical knowledge and best practices.
Participate in an on-call rotation, including occasional weekend coverage (approximately once every 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 Production Support, Technical Support Engineering, Site Reliability Engineering, or a similar role.
Experience working directly with enterprise customers in customer-facing technical environments.
Strong understanding of RESTful APIs and tools used to test and troubleshoot them.
Experience supporting applications hosted on AWS, GCP, or similar cloud platforms.
Solid knowledge of Linux operating systems, relational databases, and scripting.
Experience with cloud-based ticketing, monitoring, and incident management tools.
Proven ability to troubleshoot complex production issues across multiple technology layers.
Strong analytical and problem-solving skills.
Advanced English with excellent written and verbal communication skills.
Experience creating and maintaining technical documentation and operational runbooks.
Demonstrated mentoring or technical leadership experience.
Strong ownership mindset with a commitment to delivering an outstanding customer experience.
Nice to Have
Understanding of VoIP technologies.
Familiarity with networking concepts (TCP/IP).
Experience working with distributed systems or microservices.
Familiarity with observability and monitoring tools.
What We Offer:
This is a temporary contract through Alcor BPO with a fixed montly pay rate. The expected duration of the contract is approximately 3–7 months.
Відгукнутись на вакансію
