Senior Production Support Engineer – 2d Shift (5 PM - 1 AM EST)

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

🏭 Production Engineer

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Pindrop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🔒 Cybersecurity

📡 Telecommunications

💸 Finance

Cybersecurity • Telecommunications • Finance

Pindrop is a leader in voice authentication and fraud detection, offering innovative solutions to enhance the security of voice communications. The company uses advanced technologies such as liveness detection, behavioral analysis, and voice biometrics to combat threats like deepfakes and spoofing in various sectors including banking, finance, insurance, and retail. Pindrop integrates with platforms like Five9 to provide multifactor authentication, ensuring both the protection of sensitive information and a seamless user experience. With a focus on securing call centers and smart devices, Pindrop helps businesses prevent fraud and improve customer interactions by leveraging cutting-edge audio, voice, and AI technologies. Their solutions are trusted by some of the largest financial institutions and insurance companies around the world.

📋 Description

• 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

• 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.

🏖️ Benefits

• Competitive compensation package with a base annual salary of $90,000–$110,000, along with RSUs (Restricted Stock Units) granted to all employees, ensuring everyone shares in the company’s long-term success. • Remote-first environment - giving you flexibility and autonomy in how you structure your day. • While we work flexibly, we prioritize meaningful in-person moments through regular team on-sites, company-wide events, and intentional gatherings that foster connection, collaboration, and shared success. • 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! It’s our way of welcoming new Pindroplets 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. • Annual Learning & Development stipend to support your professional growth, skill-building, certifications, and continued education.