Senior Production Support Engineer

Who We Are

Pindrop is redefining trust in the digital age. Our patented voice, and video authentication, fraud detection, and deepfake detection technologies protect some of the world’s largest banks, insurers, retailers, and healthcare leaders. As AI-driven threats evolve in the form of synthetic voices, deepfakes, face swapping and more, our solutions stay ahead, helping ensure that the real human and the right human are recognized.

Pindrop is trusted by Fortune 500 enterprises to secure voice interactions, and with $100M ARR we’re entering our next phase of innovation and growth, backed by world-class 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.

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Own the resolution of complex production issues and lead incident response for critical (Sev1) events

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Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high-quality post-launch support

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Perform root cause analysis, implement long-term fixes, and improve system reliability

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Act as a subject matter expert (SME) for Pindrop’s platform, including APIs, integrations, and customer environments

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Mentor Production Support Engineers through incident response, technical deep dives, and knowledge sharing

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Proactively monitor production health, analyze incident trends, and recommend automation or preventive improvements

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Create and maintain technical documentation, runbooks, and post-incident reports

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Participate in on-call rotations, including after-hours support when required

Who You Are

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A technically curious problem-solver who thrives in fast-paced, customer-facing environments

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Calm and methodical under pressure, with the ability to lead during Sev1 incidents

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Collaborative and empathetic, focused on earning customer trust through ownership and consistency

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Passionate about mentoring and helping others grow through knowledge sharing

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Detail-oriented while able to think holistically about long-term system stability

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Adaptable and eager to learn new tools, technologies, and approaches

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Accountable and proactive, taking initiative and following through without being asked

Your Skill Set

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5+ years of experience in a similar role or strong foundational experience in production support

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Strong understanding of RESTful APIs and tools used to interact with them

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Experience with cloud platforms such as AWS, GCP, or similar

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Familiarity with Linux operating systems, relational databases, and scripting

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Experience using cloud-based ticketing and incident management tools

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Proven ability to troubleshoot complex issues end-to-end

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Strong technical curiosity and interest in modern, cutting-edge technologies

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Ability to quickly learn new tools and become a go-to technical resource

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Experience creating and maintaining high-quality technical documentation

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Proven mentoring and coaching experience

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Strong ownership mindset in incident management and customer experience

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Excellent communication skills with both technical and non-technical stakeholders

Nice to Have

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Understanding of VoIP technologies

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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:

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Complete onboarding and New Employee Orientation

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Support peers in resolving complex technical issues

Within 60 days:

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Independently manage customer cases and production incidents

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Collaborate closely with multiple internal teams

Within 90 days:

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Share new ideas and approaches to elevate how we resolve complex technical issues

What We Offer

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Competitive compensation, including equity for all employees

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Unlimited Paid Time Off (PTO)

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4 company-wide rest days in 2025

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Generous health and welfare plans, including an employer-paid employee-only option

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Best-in-class employer HSA contributions

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Vision and dental coverage for you and your family

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Employer-provided life and disability insurance

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Paid parental leave (equal for all parents)

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One year of diaper delivery for new parents

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Identity protection through Norton LifeLock

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Monthly phone and internet allowance

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One-time home office allowance

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Remote-first work environment

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Company holidays

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Annual professional development and learning stipend

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Choice of Apple MacBook Pro

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401(k) with competitive company match

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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
$70,000—$100,000 USD

What we live by

At Pindrop, our Core Values are fundamental beliefs at the center of all we do. They are our guiding principles that dictate our actions and behaviors. Our Values are deeply embedded into our culture in big and small ways and even help us decide right from wrong when the path forward is unclear. At Pindrop, we believe in taking accountability to make decisions and act in a way that reflects who we are. We truly believe making decisions and acting with our Core Values in mind will help us to achieve our goals and keep Pindrop a great place to work:

• Audaciously Innovate - We continue to change the world, and the way people safely engage and interact with technology. As first principle thinkers, we challenge standards, take risks and learn from our mistakes in order to make positive change and continuous improvement. We believe nothing is impossible.

• Evangelical Customers for Life - We delight, inspire and empower customers from day one and for life. We create a partnership and experience that results in a shared passion. We are champions for our customers, and our customers become our champions, creating a universal commitment to one another.

• Execution Excellence - We do what we say and say what we do. We are accountable for making the tough decisions and necessary tradeoffs to deliver quality and effective solutions on time.

• Win as a Company - Every time we win, we win as a company. Every time we lose, we lose as a company. We break down silos, support one another, embrace diversity and celebrate our successes. We are better together.

• Make a Difference - Every day we have the opportunity to make a positive impact. We operate with dedication, passion, and uncompromising integrity, creating a safer, more secure world.

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.

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.