# Senior Production Support Engineer (2d shift: 5 PM - 1 AM EST)
**Company:** [Pindrop](https://hotfix.jobs/companies/pindrop)
**Location:** Remote
**Salary:** $90K-$110K
**Experience:** 5+ years
**Skills:** REST APIs, AWS, GCP, Linux, Relational Databases, Scripting, Incident Management, Root Cause Analysis, Technical Documentation, Mentoring
**Posted:** 2026-06-12
> Senior Production Support Engineer resolving complex production issues, leading Sev1 incident response, performing root cause analysis, and mentoring junior engineers. Requires 5+ years experience, strong API and cloud platform knowledge.
## Job Description
## 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
**Apply:** https://hotfix.jobs/jobs/senior-production-support-engineer-2d-shift-5-pm-1-am-est-at-pindrop-b537be3c-3b8c-4e2d-8754-fadb74f5e355
**Canonical:** https://hotfix.jobs/jobs/senior-production-support-engineer-2d-shift-5-pm-1-am-est-at-pindrop-b537be3c-3b8c-4e2d-8754-fadb74f5e355