Pindrop · 1 hour ago
Senior Production Support Engineer
United States
Full-time
Remote
Mid, Senior Level
$70K/yr - $100K/yr
5+ years expPindrop is redefining trust in the digital age with innovative authentication and fraud detection technologies. As a Senior Production Support Engineer, you will ensure the reliability and performance of Pindrop's platform, resolve complex production issues, and collaborate with various teams to enhance system stability and support processes.
Cyber SecurityFraud DetectionNatural Language ProcessingSecuritySpeech Recognition
Responsibilities
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
Qualification
Required
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
Preferred
Understanding of VoIP technologies
Familiarity with networking concepts (TCP/IP)
Benefits
Unlimited Paid Time Off (PTO)
4 company-wide rest days in 2025
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
Company
Pindrop
Pindrop uses AI-based IVR authentication and anti-fraud solutions to increase efficiency in call centers and stop fraudulent transactions.
201-500 employees
H1B Sponsorship
Pindrop has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (11)
2024 (12)
2023 (8)
2022 (14)
2021 (22)
2020 (22)
Funding
Current Stage
Late StageTotal Funding
$318.3MKey Investors
Hercules CapitalVitruvian PartnersCapitalG
2024-07-17Debt Financing· $100M
2022-12-12Series Unknown· $5M
2018-12-05Series D· $90M
Leadership Team
Vijay Balasubramaniyan
CEO & Co-founder
Adriana Miner
Chief Marketing Officer
Recent News
2025-12-24
BiometricUpdate.com
2025-11-21
BiometricUpdate.com
2025-11-14
Company data provided by crunchbase