Senior Production Support Engineer

Pindrop

31d•$70,000 - $100,000•Remote

About The Position

Pindrop is redefining trust in the digital age. Our patented voice, and video authentication, fraud detection, and deepfake detection technologies protect some of the world’s largest banks, insurers, retailers, and healthcare leaders. As AI-driven threats evolve in the form of synthetic voices, deepfakes, face swapping and more, our solutions stay ahead, helping ensure that the real human and the right human are recognized. Pindrop is trusted by Fortune 500 enterprises to secure voice interactions, and with $100M ARR we’re entering our next phase of innovation and growth, backed by world-class investors including Andreessen Horowitz, IVP, and CapitalG. Senior Production Support Engineer Remote - US What you’ll do As a Senior Production Support Engineer, you will play a critical role focused on owning the resolution of complex production issues, driving cross-functional collaboration, and enabling continuous improvement across systems and processes. Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high quality post launch support. Additionally, identify root causes, implement long-term fixes, and improve system reliability. Act as a subject matter expert (SME) for Pindrop’s platform, owning a deep understanding of 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 preventive or automation improvements. Create and maintain technical documentation, runbooks, and post-incident reports to improve internal consistency and enable faster response. Participate in on-call rotation, even after hours when needed and ensure high responsiveness during critical events. Who you are A technically curious problem-solver who thrives in fast-paced, customer-facing environments. Calm and methodical under pressure, able to lead during Sev1 incidents and maintain clear communication with stakeholders. Collaborative and empathetic, understanding that customer trust is earned through consistency, ownership, and quality. Passionate about mentorship and helping others grow - sharing knowledge, tools, and best practices across the team. Detail-oriented yet able to see the bigger picture, ensuring immediate fixes align with long-term system stability. Adaptable and eager to learn new tools, technologies, and methods to continuously improve Pindrop’s support ecosystem. Accountable and proactive - you take initiative, follow through, and seek opportunities to make things better without being asked.

Requirements

5+ years of experience in a similar role or foundational understanding of the job duties.
Strong understanding of RESTful APIs and experience with tools/utilities to interact with them
Exposure to Cloud platforms like AWS, GCP etc.
Familiarity or experience with Linux OS, Relational Databases and Scripting.
Experience with cloud-based ticketing tools.
Passionate about solving challenging problems and troubleshooting until a solution is discovered.
Technologist at heart that has a high desire to work with bleeding-edge solutions.
Truly able to understand and learn new tools from top to bottom and become a go-to resource for others.
Proficiency in creating, maintaining, and organizing technical documentation.
Experience facilitating knowledge transfer from development to support teams.
Proven ability to mentor and coach junior engineers.
Strong sense of ownership and accountability in incident management and customer experience.
Expertise in handling clear communication with stakeholders and leading resolution of critical production (Sev1) incidents.
Ability to perform root cause analysis and contribute to post-incident reviews.
Ability to identify recurring issues and contribute to improving tools, automation, and processes to prevent future incidents.
Strong cross-functional collaboration with Engineering and Product teams.
Excellent communication skills with ability to clearly explain technical concepts to both technical and non-technical stakeholders.
Not afraid to raise your hand when you have questions or lend a helping hand to your peers.

Nice To Haves

Understanding of VoiP
Familiarity or experience with Networking (TCP/IP)

Responsibilities

Owning the resolution of complex production issues, driving cross-functional collaboration, and enabling continuous improvement across systems and processes.
Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high quality post launch support.
Identify root causes, implement long-term fixes, and improve system reliability.
Act as a subject matter expert (SME) for Pindrop’s platform, owning a deep understanding of 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 preventive or automation improvements.
Create and maintain technical documentation, runbooks, and post-incident reports to improve internal consistency and enable faster response.
Participate in on-call rotation, even after hours when needed and ensure high responsiveness during critical events.

Benefits

Competitive compensation, including equity for all employees
Unlimited Paid Time Off (PTO)
4 company-wide rest days in 2025 where the entire company rests and recharges!
Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
Best-in-class Health Savings Account (HSA) employer contribution
Affordable vision and dental plans for you and your family
Employer-provided life and disability coverage with additional supplemental options
Paid Parental Leave - Equal for all parents, including birth, adoptive & foster parents
One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
Identity protection through Norton LifeLock
Recurring monthly Phone and Internet allowance
One Time home office allowance
Remote first environment – meaning you have flexibility in your day!
Company holidays
Annual professional development and learning benefit
Pick your own Apple MacBook Pro
Retirement plan with competitive 401(k) match
Wellness Program including Employee Assistance Program, 24/7 Telemedicine