Senior Production Support Engineer (8 am - 5 pm ET)

Who We Are

Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the Pindrop Intelligence Network, our unified trust platform helps enterprises answer three critical questions:

• Is this identity synthetic? Detect AI-generated and manipulated voice and video.
• Is this identity risky? Identify fraud, suspicious behavior, and other risk signals.
• Is this identity known? Authenticate identities using voice, device, behavioral, and other signals.

Pindrop brings this intelligence together across purpose-built trust engines to help organizations make informed decisions in real time — protecting customers, workforce interactions, and emerging AI-driven interactions.

We are hiring a Senior Production Support Engineer to serve as a technical expert across Pindrop's platform, with a strong focus on API integrations, complex troubleshooting, and production reliability.

You'll own the resolution of critical production issues, lead high-severity incident investigations, and collaborate with Engineering, Product, and Customer Success to deliver reliable solutions and exceptional customer experiences.

This role is ideal for a hands-on problem-solver who thrives in customer-facing environments, enjoys working with complex systems, and is passionate about technical excellence and continuous improvement.

What You'll Do

• 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.

Who You Are

• A technically curious problem-solver with strong analytical and troubleshooting skills.
• Calm under pressure and confident in handling critical production incidents.
• Customer-focused, collaborative, and comfortable communicating with technical and non-technical stakeholders.
• Proactive, accountable, and committed to improving system reliability.
• Passionate about mentoring, knowledge sharing, and learning new technologies.

Your Skill Set

• 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.

Nice to Have

• Understanding of VoIP technologies and SIP.
• Knowledge of networking fundamentals, including TCP/IP, DNS, and TLS/SSL.
• Experience with monitoring, observability, or automation tools.

Your First 90 Days

• Within 30 Days: Complete onboarding, develop an understanding of Pindrop's platform and APIs, and begin contributing to investigations.
• Within 60 Days: Independently manage customer cases, API integration issues, and production incidents.
• Within 90 Days: Become a trusted technical resource for complex escalations and contribute to process and documentation improvements.

What We Offer

• Competitive compensation, including equity for all employees.
• Unlimited Paid Time Off (PTO) and company-wide rest days.
• Generous health, vision, and dental coverage (including an employer-paid employee-only health option).
• Employer HSA contributions.
• 401(k) with competitive company match.
• Paid parental leave (equal for all parents) and one year of diaper delivery for new parents.
• Monthly phone and internet allowance, plus a one-time home office allowance.
• Annual professional development and learning stipend.
• Choice of Apple MacBook Pro.
• Wellness program, including EAP and 24/7 telemedicine.