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

The role

You will serve as a technical expert for Pindrop's platform, focusing on API integrations, complex troubleshooting, and production reliability. You will own the resolution of critical production issues and lead high-severity incident investigations.

What you will do

• Serve as a subject matter expert for Pindrop's platform, APIs, integrations, and customer environments.
• Troubleshoot complex production issues and API integration challenges.
• Own critical escalations and lead technical investigations during Sev1 incidents.
• Collaborate with Engineering, Product, and Customer Success to resolve issues.
• Conduct root cause analysis and drive long-term improvements.
• Monitor production health and recommend improvements to tooling and automation.
• Mentor engineers and maintain technical documentation and runbooks.
• Participate in on-call rotations.

Required qualifications

• 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.

Nice to have

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

Benefits

• 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 you and your family
• Employer-provided life and disability insurance
• Paid parental leave
• One year of diaper delivery for new parents
• Identity protection through Norton LifeLock
• Monthly phone and internet allowance
• One-time home office allowance

Before you apply

• Pindrop may use AI tools to help prioritize job applications for human review.

About the company

Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. It is a remote-first company.