Senior Production Support Engineer

Summary

Join Pindrop, a leading innovator in voice authentication and fraud prevention, as a Senior Production Support Engineer. This remote position, preferably on the West Coast, requires 2-5+ years of experience in a similar role. You will serve as the first point of customer support, troubleshooting complex technical issues and resolving customer product problems. Collaboration with the engineering team and participation in product testing are key responsibilities. The ideal candidate possesses strong communication skills, is a self-starter, and thrives in a fast-paced environment. Pindrop offers a competitive compensation package, including unlimited PTO, generous health and welfare plans, and a remote-first culture.

Requirements

• 2-5+ 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
• Proficiency in creating, maintaining, and organizing technical documentation
• 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
• Not afraid to raise your hand when you have questions or lend a helping hand to your peers

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

• Self-starter with the ability to multitask
• You enjoy working in a fast-paced start-up culture
• Good communication and presentation skills
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you’ll do, under-promise and over-deliver
• You are nimble and adaptable when priorities change and continue to see the “forest through the trees”

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