Pindrop · 1 month 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 advanced authentication technologies. The Senior Production Support Engineer will be responsible for resolving complex production issues, collaborating with various teams to ensure smooth deployments, and mentoring junior engineers while maintaining system reliability.
Cyber SecurityFraud DetectionNatural Language ProcessingSecuritySpeech Recognition
Responsibilities
Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high quality post launch support
Identify root causes, implement long-term fixes, and improve system reliability
Act as a subject matter expert (SME) for Pindrop’s platform, owning a deep understanding of 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 preventive or automation improvements
Create and maintain technical documentation, runbooks, and post-incident reports to improve internal consistency and enable faster response
Participate in on-call rotation, even after hours when needed and ensure high responsiveness during critical events
Qualification
Required
5+ years of experience in a similar role or foundational understanding of the job duties
Strong understanding of RESTful APIs and experience with tools/utilities to interact with them
Exposure to Cloud platforms like AWS, GCP etc
Familiarity or experience with Linux OS, Relational Databases and Scripting
Experience with cloud-based ticketing tools
Passionate about solving challenging problems and troubleshooting until a solution is discovered
Technologist at heart that has a high desire to work with bleeding-edge solutions
Truly able to understand and learn new tools from top to bottom and become a go-to resource for others
Proficiency in creating, maintaining, and organizing technical documentation
Experience facilitating knowledge transfer from development to support teams
Proven ability to mentor and coach junior engineers
Strong sense of ownership and accountability in incident management and customer experience
Expertise in handling clear communication with stakeholders and leading resolution of critical production (Sev1) incidents
Ability to perform root cause analysis and contribute to post-incident reviews
Ability to identify recurring issues and contribute to improving tools, automation, and processes to prevent future incidents
Strong cross-functional collaboration with Engineering and Product teams
Excellent communication skills with ability to clearly explain technical concepts to both technical and non-technical stakeholders
Not afraid to raise your hand when you have questions or lend a helping hand to your peers
Preferred
Understanding of VoiP
Familiarity or experience with Networking (TCP/IP)
Benefits
Competitive compensation, including equity for all employees
Unlimited Paid Time Off (PTO)
4 company-wide rest days in 2025 where the entire company rests and recharges!
Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
Best-in-class Health Savings Account (HSA) employer contribution
Affordable vision and dental plans for you and your family
Employer-provided life and disability coverage with additional supplemental options
Paid Parental Leave - Equal for all parents, 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!
Identity protection through Norton LifeLock
Recurring monthly Phone and Internet allowance
One Time home office allowance
Remote first environment – meaning you have flexibility in your day!
Company holidays
Annual professional development and learning benefit
Pick your own Apple MacBook Pro
Retirement plan with competitive 401(k) match
Wellness Program including Employee Assistance Program, 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