Senior Production Support Engineer (2d shift: 5 PM - 1 AM EST)
About the role
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.
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
Requirements
A technically curious problem-solver who thrives in fast-paced, customer-facing environments, enjoys deep technical problem-solving, and takes pride in ownership, mentorship, and operational excellence.
Qualifications
- 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
- Familiarity 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
- Proven mentoring and coaching experience
- Excellent communication skills with both technical and non-technical stakeholders
Skills
- Understanding of VoIP technologies (nice to have)
- Familiarity with networking concepts (TCP/IP) (nice to have)
Pay
$90,000 USD - $110,000 USD base annual salary, along with RSUs (Restricted Stock Units) granted to all employees, ensuring everyone shares in the company’s long-term success.
Schedule
Remote-first environment - giving you flexibility and autonomy in how you structure your day.
Benefits
- Competitive compensation package
- Unlimited Paid Time Off (PTO)
- Generous health and welfare plans to choose from - including one employer-paid "employee-only" plan!
- Best-in-class Health Savings Account (HSA) employer contribution
- Low-cost vision and dental plans for you and your family, providing comprehensive coverage and peace of mind.
- Paid Parental Leave - Including birth, adoptive & foster parents
- One year of diaper delivery for your newest addition to the family!
- Recurring monthly phone and internet allowance to help cover essential connectivity costs and support flexible work.
- Enhanced fertility and GLP-1 benefits to support family-building journeys and personalized health needs.
- An annual Learning & Development stipend to support your professional growth, skill-building, certifications, and continued education.