# Senior Production Support Engineer

**Company**: Pindrop
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $90,000 - $110,000 USD
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/pindropsecurity/jobs/8352212?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_5f49b9c6-5d5

## Description

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.

## Responsibilities

- 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.

## 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 behaviour.

- 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.

## 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.

## Salary

The base pay range is $90,000 - $110,000 USD.

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## Skills

### Required
- RESTful APIs
- API integrations
- HTTP/HTTPS
- authentication
- troubleshooting tools
- Postman
- cURL
- cloud platforms
- AWS
- GCP
- Linux
- SQL
- relational databases
- scripting
- application logs
- production issues
- complex system behaviour
- monitoring
- ticketing
- incident management tools

### Nice to have
- VoIP technologies
- SIP
- networking fundamentals
- TCP/IP
- DNS
- TLS/SSL
- observability
- automation tools

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/pindropsecurity/jobs/8352212?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)