Key skills
RESTful APIsCloud platformsAWSGCPLinuxRelational databasesScriptingIncident management toolsTroubleshootingVoIP technologiesNetworking conceptsTechnical curiosityOwnership mindsetGoAIRESTfulMentoringCommunicationCustomer Success
About this role
Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era. As a Senior Production Support Engineer, you will ensure the reliability and performance of Pindrop's platform, resolving complex production issues and collaborating with various teams to enhance system reliability and support processes.
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 (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
- Understanding of VoIP technologies
- Familiarity with networking concepts (TCP/IP)