# Senior Production Support Engineer

**Company:** [Pindrop](https://hotfix.jobs/companies/pindrop)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 7+ years
**Skills:** REST APIs, AWS, GCP, Linux, Relational Databases, Scripting, Voip, TCP/IP, Incident Management, Root Cause Analysis, Technical Documentation, Monitoring
**Posted:** 2026-08-13

> Senior Production Support Engineer responsible for resolving complex customer-facing production incidents, leading Sev1 response, and improving platform reliability. Requires 7+ years of experience, strong REST API and cloud knowledge, Linux and networking familiarity, and excellent communication skills.

## Job Description

## 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 for the platform, including APIs, integrations, and customer environments.
- 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; weekend coverage occurs approximately once every 6–8 weeks.

## Requirements
- 7+ years of experience in a similar role or strong foundational experience in production support.
- Prior experience in a customer-facing technical role, including direct communication with external customers.
- Strong understanding of RESTful APIs and tools used to interact with them.
- Advanced English, with excellent written and verbal communication skills.
- 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 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 with technical and non-technical stakeholders.
- Understanding of VoIP technologies.
- Familiarity with networking concepts, including TCP/IP.

## Compensation and Benefits
- Remote-first work environment.
- Temporary contract through the end of 2026, with possible extension into 2027 depending on business needs.
- Contracted through Alcor BPO.

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