Senior Production Support Engineer (2d shift: 5 PM - 1 AM EST) at Pindropsecurity

Who We Are Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era. As AI-driven fraud and deepfakes erode trust in digital communication, Pindrop delivers continuous identity verification and deepfake detection across voice, video, and digital interactions in real time. Enterprises rely on Pindrop to secure billions of high-risk customer interactions each year, including top U.S. banks, as well as leading insurers and healthcare providers. Powered by models trained on more than 1.5 billion real-world interactions annually and protected by 300+ patents, Pindrop restores trust while reducing fraud, lowering operational costs, and improving customer experience. Recognized by TIME as one of 2025’s Best Inventions and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors including Andreessen Horowitz, IVP, and CapitalG. About the Role As a Senior Production Support Engineer, you’ll play a critical role in ensuring the reliability, stability, and performance of Pindrop’s platform. You’ll own the resolution of complex production issues, act as a technical leader during high-severity incidents, and partner closely with Engineering, Product, and Customer Success teams to continuously improve systems, tooling, and support processes. This role is ideal for a hands-on technologist who thrives in fast-paced, customer-facing environments, enjoys deep technical problem-solving, and takes pride in ownership, mentorship, and operational excellence. What You’ll Do As a Senior Production Support Engineer, you’ll play a critical role in resolving complex production issues, driving cross-functional collaboration, and continuously improving system reliability and support processes. • Own the resolution of complex production issues and lead incident response for critical (Sev1) events • Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high-quality post-launch support • Perform root cause analysis, implement long-term fixes, and improve system reliability • Act as a subject matter expert (SME) for Pindrop’s platform, including APIs, integrations, and customer environments • Mentor Production Support Engineers through incident response, technical deep dives, and knowledge sharing • Proactively monitor production health, analyze incident trends, and recommend automation or preventive improvements • Create and maintain technical documentation, runbooks, and post-incident reports • Participate in on-call rotations, including after-hours support when required Who You Are • A technically curious problem-solver who thrives in fast-paced, customer-facing environments • Calm and methodical under pressure, with the ability to lead during Sev1 incidents • Collaborative and empathetic, focused on earning customer trust through ownership and consistency • Passionate about mentoring and helping others grow through knowledge sharing • Detail-oriented while able to think holistically about long-term system stability • Adaptable and eager to learn new tools, technologies, and approaches • Accountable and proactive, taking initiative and following through without being asked Your Skill Set • 5+ years of experience in a similar role or strong foundational experience in production support • Strong understanding of RESTful APIs and tools used to interact with them • Experience with cloud platforms such as AWS, GCP, or similar • Familiarity with Linux operating systems, relational databases, and scripting • Experience using cloud-based ticketing and incident management tools • Proven ability to troubleshoot complex issues end-to-end • Strong technical curiosity and interest in modern, cutting-edge technologies • Ability to quickly learn new tools and become a go-to technical resource • Experience creating and maintaining high-quality technical documentation • Proven mentoring and coaching experience • Strong ownership mindset in incident management and customer experience • Excellent communication skills with both technical and non-technical stakeholders Nice to Have • Understanding of VoIP technologies • Familiarity with networking concepts (TCP/IP) What’s in It for You As a Pindropper, you’ll join a rapidly growing company using voice technology to make security more human. You’ll work alongside talented, passionate teammates in a supportive, remote-first environment. Your First 90 Days Within 30 days: • Complete onboarding and New Employee Orientation • Support peers in resolving complex technical issues Within 60 days: • Independently manage customer cases and production incidents • Collaborate closely with multiple internal teams Within 90 days: • Share new ideas and approaches to elevate how we resolve complex technical issues What We Offer • Competitive compensation, including equity for all employees • Unlimited Paid Time Off (PTO) • Generous health and welfare plans, including an employer-paid employee-only option • Best-in-class employer HSA contributions • Vision and dental coverage for you and your family • Employer-provided life and disability insurance • Paid parental leave (equal for all parents) • One year of diaper delivery for new parents • Identity protection through Norton LifeLock • Monthly phone and internet allowance • One-time home office allowance • Remote-first work environment • Company holidays • Annual professional development and learning stipend • Choice of Apple MacBook Pro • 401(k) with competitive company match • Wellness program including EAP and 24/7 telemedicine Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position, a candidate's work experience, education/training, and key skills, as well as market and business considerations, when extending an offer. US Base Pay Range $80,000—$110,000 USD Not sure if this is you? We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time. AI - A Transformative Force At Pindrop, we view artificial intelligence as a transformative force that, when harnessed responsibly, can unlock unprecedented value for our customers, partners and society and enable and empower us to continue to deliver cutting-edge technology to combat fraud and unblur the lines between what it means to be human versus machine. Pindrop may use AI tools to help prioritize job applications for human review. The AI tool may analyze your work experience and skills to assess fit for the role, but does not consider your name or contact details. Applications with the strongest match to job requirements are prioritized for human review; not all applications may be individually reviewed. Pindrop is an Equal Opportunity Employer Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.