# Senior Production Support Engineer (3 PM - 12 AM Eastern European Time), Contract Position

**Company**: Pindrop
**Work arrangement**: remote
**Experience**: senior
**Job type**: contract
**Category**: Engineering
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/pindropsecurity/jobs/7996961?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_6fc57f73-1cb

## Description

We’re hiring for a Senior Production Support Engineer to work on a 3 PM–12 AM Eastern European Time shift, ensuring the reliability, stability, and performance of Pindrop’s platform.

In this role, you’ll own the resolution of complex production issues, act as a technical leader during high-severity incidents, and partner closely with Engineering, Product, and Customer Success teams to continuously improve systems, tooling, and support processes.

Responsibilities:

- Own the resolution of complex production issues and lead incident response for critical 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 for Pindrop’s platform, including APIs, integrations, and customer environments

- 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

Qualifications:

- 7+ years of experience in a similar role or strong foundational experience in production support

- Prior experience in a customer-facing technical role, including direct communication with external customers

- Strong understanding of RESTful APIs and tools used to interact with them

- Advanced English is required, with excellent written and verbal communication skills

- 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

Required Skills:

- Understanding of VoIP technologies

- Familiarity with networking concepts (TCP/IP)

What We Offer:

- Competitive compensation, including equity for all employees

- Unlimited Paid Time Off (PTO)

- Remote-first culture

## Skills

### Required
- RESTful APIs
- cloud platforms
- Linux operating systems
- relational databases
- scripting
- VoIP technologies
- networking concepts

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/pindropsecurity/jobs/7996961?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)