Senior Production Support Engineer – 2d Shift (5 PM - 1 AM EST)

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of resolving intricate production challenges and lead the incident response for critical (Sev1) situations.

• Collaborate with Product, Engineering, and Customer Success teams to facilitate smooth deployments and ensure high-quality support after launch.

• Conduct root cause analysis, implement long-term solutions, and enhance system reliability.

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

• Mentor Production Support Engineers through incident responses, technical deep dives, and knowledge sharing initiatives.

• Monitor production health proactively, analyze incident trends, and suggest automation or preventive enhancements.

• Create and maintain technical documentation, runbooks, and reports following incidents.

• Engage in on-call rotations, providing after-hours support as necessary.

⛳️ Requirements

• Over 5 years of experience in a related role or robust foundational experience in production support.

• Strong comprehension of RESTful APIs and the tools used for interaction.

• Experience with cloud platforms such as AWS, GCP, or similar services.

• Familiarity with Linux operating systems, relational databases, and scripting languages.

• Proficiency in using cloud-based ticketing and incident management tools.

• Demonstrated ability to troubleshoot complex issues from start to finish.

• Strong curiosity and interest in modern, cutting-edge technologies.

• Capacity to quickly learn new tools and serve as a go-to technical resource.

• Experience in creating and maintaining high-standard technical documentation.

• Proven experience in mentoring and coaching others.

• Strong ownership mentality regarding incident management and customer experience.

• Excellent communication skills capable of engaging both technical and non-technical stakeholders.

🏝️ Benefits

• Competitive compensation package featuring a base annual salary between $90,000 and $110,000, plus RSUs (Restricted Stock Units) for all employees, ensuring shared success in the company’s long-term vision.

• A remote-first work environment that offers flexibility and autonomy in your daily schedule.

• Commitment to meaningful in-person interactions through regular team gatherings, company-wide events, and intentional meet-ups that promote connection, collaboration, and collective success.

• Unlimited Paid Time Off (PTO).

• Generous health and welfare plan options, including one employer-paid “employee-only” plan!

• Industry-leading Health Savings Account (HSA) employer contributions.

• Affordable vision and dental coverage for you and your family, ensuring comprehensive care and peace of mind.

• Paid Parental Leave for birth, adoptive, and foster parents.

• One year of diaper delivery service for your newest family member! A special way of welcoming new Pindroplets into our family!

• Monthly allowances for phone and internet to help cover essential connectivity costs, supporting flexible work arrangements.

• Enhanced fertility and GLP-1 benefits to assist with family-building journeys and personalized health needs.

• Annual Learning & Development stipend dedicated to fostering your professional growth, skill-building, certifications, and continued education.