Senior Production Support Engineer (2d shift: 5 PM - 1 AM EST)

What You’ll Do

• 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

Who You Are

• A technically curious problem-solver who thrives in fast-paced, customer-facing environments
• Calm and methodical under pressure, with the ability to lead during Sev1 incidents
• Collaborative and empathetic, focused on earning customer trust through ownership and consistency
• Passionate about mentoring and helping others grow through knowledge sharing
• Detail-oriented while able to think holistically about long-term system stability
• Adaptable and eager to learn new tools, technologies, and approaches
• Accountable and proactive, taking initiative and following through without being asked

Your Skill Set

• 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 Have

• Understanding of VoIP technologies
• Familiarity with networking concepts (TCP/IP)

What’s in It for You

• Competitive compensation package with a base annual salary of $90,000–$110,000, along with RSUs (Restricted Stock Units) granted to all employees
• Remote-first environment
• Regular team on-sites, company-wide events, and intentional gatherings
• Unlimited Paid Time Off (PTO)
• Generous health and welfare plans including one employer-paid “employee-only” plan
• Best-in-class Health Savings Account (HSA) employer contribution
• Low-cost vision and dental plans
• 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
• Enhanced fertility and GLP-1 benefits
• Annual Learning & Development stipend