Senior Production Support Engineer – 2d shift: 5 PM - 1 AM EST

Pindrop

Senior Production Support Engineer resolving production issues and enhancing system reliability at Pindrop. Collaborating with teams for continuous improvement in a remote-first environment.

Posted 4/27/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $70,000 - $120,000 per yearWebsite

Tech Stack

Tools & technologies

AWSCloudGoogle Cloud PlatformLinux

About the role

Key responsibilities & impact

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

What you’ll need

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.

Benefits

Comp & perks

Competitive compensation, including equity for all employees
Unlimited Paid Time Off (PTO)
Generous health and welfare plans, including an employer-paid employee-only option
Best-in-class 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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

production supportroot cause analysisRESTful APIscloud platformsAWSGCPLinuxrelational databasesscriptingtechnical documentation

Soft Skills

mentoringcoachingownership mindsetcommunicationtechnical curiosityproblem-solvingcollaborationknowledge sharingincident managementcustomer experience