Senior Production Support Engineer

Job not on LinkedIn

🔥 3 minutes ago

🇺🇸 United States – Remote

💵 $90k - $110k / year

⏰ Full Time

🟠 Senior

🏭 Production Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Pindrop

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

🛡️ Insurance

💼 Consulting

🏥 Healthcare

Insurance • Consulting • Healthcare

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

• Serve as a subject matter expert for Pindrop's platform, APIs, integrations, and customer environments • Troubleshoot complex production issues and API integration challenges, including authentication, connectivity, and configuration • Own critical escalations and lead technical investigations during Sev1 incidents • Collaborate with Engineering, Product, and Customer Success to resolve issues and support successful deployments • Conduct root cause analysis, identify recurring issues, and drive long-term improvements • Monitor production health and recommend improvements to tooling, automation, and support processes • Mentor engineers and maintain technical documentation, runbooks, and troubleshooting guides • Participate in on-call rotations, including after-hours support as needed • Manage customer cases, API integration issues, and production incidents • Contribute improvements to troubleshooting practices, documentation, and support processes

🎯 Requirements

• 7+ years of experience in Production Support, Application Support, Technical Support Engineering, or a related role • Strong knowledge of RESTful APIs, API integrations, HTTP/HTTPS, authentication, and troubleshooting tools such as Postman or cURL • Experience with cloud platforms such as AWS or GCP • Working knowledge of Linux, SQL, relational databases, and scripting • Experience investigating application logs, production issues, and complex system behavior • Familiarity with monitoring, ticketing, and incident management tools • Proven ability to independently troubleshoot complex issues and manage technical escalations • Strong communication, documentation, and mentoring skills • Understanding of VoIP technologies and SIP (nice to have) • Knowledge of networking fundamentals, including TCP/IP, DNS, and TLS/SSL (nice to have) • Experience with monitoring, observability, or automation tools (nice to have)

🏖️ Benefits

• Competitive compensation, including equity for all employees • Unlimited Paid Time Off (PTO) • Company-wide rest days • Generous health and welfare plans, including an employer-paid employee-only option • Employer HSA contributions • Vision and dental coverage for you and your family • Employer-provided life and disability insurance • Paid parental leave (equal for all parents) • One year of diaper delivery for new parents • Identity protection through Norton LifeLock • Monthly phone and internet allowance • One-time home office allowance • Remote-first work environment • Company holidays • Annual professional development and learning stipend • Choice of Apple MacBook Pro • 401(k) with competitive company match • Wellness program, including EAP and 24/7 telemedicine

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