Senior Production Support Engineer (4 PM - 1 AM Eastern European Time), Contract Position

As a Senior Production Support Engineer, you’ll play a critical role in resolving complex production issues, driving cross-functional collaboration, and continuously improving system reliability and support processes.

• 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
• 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 (weekend coverage once in 6-8 weeks)

• A technically curious problem-solver who thrives in fast-paced, customer-facing environments
• Calm and methodical under pressure, with the ability to lead during Sev1 incidents
• Collaborative and empathetic, focused on earning customer trust through ownership and consistency
• Passionate about mentoring and helping others grow through knowledge sharing
• Detail-oriented while able to think holistically about long-term system stability
• Adaptable and eager to learn new tools, technologies, and approaches
• Accountable and proactive, taking initiative and following through without being asked

• 7+ 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

Nice to Have

• Understanding of VoIP technologies
• Familiarity with networking concepts (TCP/IP)

What’s in It for You

As a Pindropper, you’ll join a rapidly growing company using voice technology to make security more human.

You’ll work alongside talented, passionate teammates in a supportive, remote-first environment.

Within 30 days:

• Complete onboarding
• Support peers in resolving complex technical issues

Within 60 days:

• Independently manage customer cases and production incidents
• Collaborate closely with multiple internal teams

Within 90 days:

• Share new ideas and approaches to elevate how we resolve complex technical issues

What we offer:

As part of Pindrop, you’ll directly influence our portfolio of products and help shape the future of voice security.

We hire exceptional people and empower them to do their best work.

• Competitive compensation, including equity for all employees

• Remote-first culture

This position is contracted through Alcor BPO.

#LI-Remote

Not sure if this is you?

We want a diverse, global team, with a broad range of experience and perspectives.

If this job sounds great, but you’re not sure if you qualify, apply anyway!

We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.

At Pindrop, we view artificial intelligence as a transformative force that, when harnessed responsibly, can unlock unprecedented value for our customers, partners and society and enable and empower us to continue to deliver cutting-edge technology to combat fraud and unblur the lines between what it means to be human versus machine.

Pindrop may use AI tools to help prioritize job applications for human review.

The AI tool may analyze your work experience and skills to assess fit for the role, but does not consider your name or contact details.

Applications with the strongest match to job requirements are prioritized for human review; not all applications may be individually reviewed.

Pindrop is an Equal Opportunity Employer

Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment.

As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.