Senior Production Support Engineer (8 am - 5 pm ET)

Pindrop

8h•$90,000 - $110,000•Remote

About The Position

Pindrop is hiring a Senior Production Support Engineer to serve as a technical expert across its platform, with a strong focus on API integrations, complex troubleshooting, and production reliability. The role owns the resolution of critical production issues, leads high-severity incident investigations, and collaborates with Engineering, Product, and Customer Success to deliver reliable solutions and strong customer experiences. This is a hands-on, customer-facing role for someone who enjoys working with complex systems and is committed to technical excellence and continuous improvement. The position participates in an on-call rotation, including after-hours support as needed. The schedule is 8 am–5 pm ET, and the company describes its work environment as remote-first. During the first 30 days, the engineer completes onboarding, learns the platform, APIs, and support processes, and begins contributing to investigations. Within 60 days, the engineer is expected to independently manage customer cases, API integration issues, and production incidents, while working across teams on resolutions. Within 90 days, the engineer should become a trusted resource for complex escalations and contribute improvements to troubleshooting, documentation, and support processes.

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.
Strong analytical and troubleshooting skills; ability to remain calm during critical production incidents.
Customer-focused, collaborative, and comfortable communicating with technical and non-technical stakeholders.
Proactive, accountable, and committed to improving system reliability.

Nice To Haves

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

Responsibilities

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.
Manage customer cases, API integration issues, and production incidents independently.
Contribute improvements to troubleshooting practices, documentation, and support processes.

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 the employee and 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.