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

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