Senior Production Support Engineer

Summary

Join Pindrop, a leader in voice authentication and fraud prevention, as a Production Support Engineer working remotely. You will be the first point of customer support, troubleshooting complex technical issues and resolving product problems. Collaborate with the engineering team, participate in testing, and maintain the incident tracking database. Contribute to the knowledge base and build strong customer relationships. This fast-paced role requires experience with UNIX/Linux systems, SQL, and basic networking, with cloud skills and API knowledge preferred.

Requirements

• Be a self-starter with the ability to multitask
• Enjoy working in a fast-paced start-up culture
• Possess good communication and presentation skills
• Be resilient in the face of challenges, change, and ambiguity
• Be optimistic and believe that you can make a problem into a solution
• Be resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• Take accountability, do the things you say you’ll do, under-promise and over-deliver
• Be nimble and adaptable when priorities change and continue to see the “forest through the trees”
• Have experience with UNIX and Linux systems
• Have experience with SQL
• Have basic network and systems knowledge
• Have understanding of basic CS items (Networking, DB, OS, Scripting etc.)

Responsibilities

• Serve as the first point of customer support
• Undertake 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

• Have telephony experience
• Have cloud skills
• Have knowledge of how APIs/REST clients work
• Have understanding of tools like Postman or curl
• Have ability to use cloud platforms (google cloud, grafana, etc.)

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!
• 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