Principal Production Support Engineer

Summary

Join Pindrop, a leading innovator in voice authentication and fraud prevention, as a Principal Production Support Engineer. Based remotely in the US, you will be the first point of customer support, troubleshooting complex technical issues and ensuring timely resolution. Collaborate with the engineering team, participate in product testing, and maintain the incident tracking database. Build strong customer relationships, manage priorities effectively, and contribute to the knowledge base. This role requires experience with UNIX/Linux systems, SQL, basic networking, and telephony; cloud skills and API knowledge are preferred. Pindrop offers a competitive compensation package, unlimited PTO, comprehensive benefits, and a remote-first work environment.

Requirements

• Experience with UNIX and Linux systems
• SQL
• Basic network and systems knowledge

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

Preferred Qualifications

• Telephony experience is a plus
• Cloud Skills
• Knowledge of how API's / REST clients work
• 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. )

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