Senior Production Support Engineer
About The Position
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.
Requirements
- 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 Haves
- Understanding of VoIP technologies
- Familiarity with networking concepts (TCP/IP)
Responsibilities
- 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
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
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
