Senior Production Support Engineer

Position: Senior Production Support Engineer (8 am - 5 pm ET)
Senior Production Support Engineer (8 am - 5 pm ET)

US - Remote

Who We Are

Pindrop is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the Pindrop Intelligence Network, our unified trust platform helps enterprises answer three critical questions:

Is this identity synthetic? Detect AI-generated and manipulated voice and video.
Is this identity risky? Identify fraud, suspicious behavior, and other risk signals.
Is this identity known? Authenticate identities using voice, device, behavioral, and other signals.

Pindrop brings this intelligence together across purpose-built trust engines to help organizations make informed decisions in real time — protecting customers, workforce interactions, and emerging AI-driven interactions.

Pindrop protects billions of high-risk interactions for enterprises, including leading financial institutions, insurers, and healthcare organizations. Its technology is informed by more than 8 billion real-world interactions annually and protected by 300+ patents.

Recognized by TIME as one of the 10 Most Influential Software Companies of 2026 and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors including Andreessen Horowitz, IVP, and Capital

G.

We are hiring a Senior Production Support Engineer to serve as a technical expert across Pindrop's platform, with a strong focus on API integrations, complex troubleshooting, and production reliability
.

You’ll own the resolution of critical production issues, lead high-severity incident investigations, and collaborate with Engineering, Product, and Customer Success to deliver reliable solutions and exceptional customer experiences.

This role is ideal for a hands‑on problem‑solver who thrives in customer‑facing environments, enjoys working with complex systems, and is passionate about technical excellence and continuous improvement.

What You’ll Do

Serve as a subject matter expert for Pindrop's platform, APIs, integrations, and customer environments.

Troubleshoot complex production issues and API integration challenges, including authentication, connectivity, and configuration.

Own critical escalations and lead technical investigations during Sev1 incidents.

Collaborate with Engineering, Product, and Customer Success to resolve issues and support successful deployments.

Conduct root cause analysis, identify recurring issues, and drive long‑term improvements.

Monitor production health and recommend improvements to tooling, automation, and support processes.

Mentor engineers and maintain technical documentation, runbooks, and troubleshooting guides.

Participate in on‑call rotations, including after‑hours support as needed.

Who You Are

A technically curious problem‑solver with strong analytical and troubleshooting skills.

Calm under pressure and confident in handling critical production incidents.

Customer‑focused, collaborative, and comfortable communicating with technical and non‑technical stakeholders.

Proactive, accountable, and committed to improving system reliability.

Passionate about mentoring, knowledge sharing, and learning new technologies.

Your Skill Set

7+ years of experience in Production Support, Application Support, Technical Support Engineering, or a related role.

Strong knowledge of RESTful APIs, API integrations, HTTP/HTTPS, authentication, and troubleshooting tools such as Postman or cURL.

Experience with cloud platforms such as AWS or GCP.

Working knowledge of Linux, SQL, relational databases, and scripting.

Experience investigating application logs, production issues, and complex system behavior.

Familiarity with monitoring, ticketing, and incident management tools.

Proven ability to independently troubleshoot complex issues and…