Senior Production Support Engineer, 2d Shift

Pindrop

Senior Production Support Engineer resolving complex production issues and leading incident response at Pindrop. Collaborating with teams to improve systems, tooling and support processes.

Posted 5/27/2026full-timeRemote • 🇺🇸 United StatesSenior💰 $90,000 - $110,000 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 package with a base annual salary of $90,000–$110,000, along with RSUs (Restricted Stock Units) granted to all employees, ensuring everyone shares in the company’s long-term success.
Remote-first environment - giving you flexibility and autonomy in how you structure your day.
While we work flexibly, we prioritize meaningful in-person moments through regular team on-sites, company-wide events, and intentional gatherings that foster connection, collaboration, and shared success.
Unlimited Paid Time Off (PTO)
Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
Best-in-class Health Savings Account (HSA) employer contribution
Low-cost vision and dental plans for you and your family, providing comprehensive coverage and peace of mind.
Paid Parental Leave - Including birth, adoptive & foster parents
One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
Recurring monthly phone and internet allowance to help cover essential connectivity costs and support flexible work.
Enhanced fertility and GLP-1 benefits to support family-building journeys and personalized health needs.
Annual Learning & Development stipend to support your professional growth, skill-building, certifications, and continued education.

ATS 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