48 applicants

Company

Pindrop · 15 hours ago

Senior Production Support Engineer

United States

Full-time

Remote

Senior Level

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Cyber SecurityFraud Detection

Comp. & Benefits

H1B Sponsor Likely

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Responsibilities

Serve as the first point of customer support

Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues

Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes

Work with engineering team to understand best deployment practices and product architecture

Participate in the testing of new product releases

Manage and track issues to ensure accurate and complete resolution. Keep Incident Tracking Database up to date with new solutions

Contribute articles to the knowledge base in an effort to promote self-help for our customers

Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers

Establish priorities and communicate rationale and timeframe clearly to customers. Overcomes constraints to meet established deadlines

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

UNIXLinuxSQLTelephonyCloud SkillsAPI knowledgePostmanCurlGoogle CloudGrafanaDatabaseOperating SystemsScripting

Required

Experience with UNIX and Linux systems

SQL

Basic network and systems knowledge

Good communication and presentation skills

Ability to multitask

Resilience in the face of challenges, change, and ambiguity

Resourcefulness and excitement to uncover innovative solutions

Accountability and ability to under-promise and over-deliver

Nimbleness and adaptability when priorities change

Understanding of tools like Postman or curl

Ability to use cloud platforms (google cloud, grafana, etc.)

Understanding of basic CS items (Networking, DB, OS, Scripting etc.)

Preferred

Telephony experience is a plus

Cloud Skills

Benefits

Competitive compensation, including equity for all employees

Unlimited Paid Time Off (PTO)

4 company-wide rest days in 2024 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

Remote-first culture with opportunities for in-person team events

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

Glassdoor

3.7

Pindrop uses AI-based IVR authentication and anti-fraud solutions to increase efficiency in call centers and stop fraudulent transactions.

Founded in 2011

Atlanta, Georgia, USA

201-500 employees

http://pindrop.com

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

2023 (8)

2022 (12)

2021 (23)

2020 (22)