Senior Production Support Engineer

Summary

Join Pindrop, a leader in voice authentication and fraud prevention, as a Senior Production Support Engineer. You will be a key player in deploying and supporting cutting-edge solutions, working closely with various teams to ensure superior service and support for our clients. This remote position requires 5+ years of experience in a similar role and a strong understanding of RESTful APIs and cloud platforms. You will troubleshoot complex issues, create technical documentation, and collaborate effectively with colleagues. Pindrop offers a competitive compensation package, including unlimited PTO, generous health and welfare plans, paid parental leave, and a remote-first environment.

Requirements

• 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

• Deploy Pindrop's solutions and provide technical assistance to clients
• Work with Professional Services, Development, Sales, and Engineering teams
• Ensure superior service and support to customers
• Troubleshoot complex issues and find solutions
• Create, maintain, and organize technical documentation
• Collaborate with multiple internal teams
• Handle customer cases and incidents independently

Preferred Qualifications

• 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!
• 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