Senior Production Support Engineer

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

📋 Description

• Act as a subject matter expert for Pindrop's platform, APIs, integrations, and client environments.

• Resolve intricate production challenges and API integration issues, encompassing authentication, connectivity, and configuration.

• Take ownership of significant escalations and spearhead technical investigations during Sev1 incidents.

• Work collaboratively with Engineering, Product, and Customer Success teams to address issues and facilitate successful deployments.

• Perform root cause analyses, pinpoint recurring problems, and promote long-term enhancements.

• Oversee production health and suggest enhancements to tools, automation, and support processes.

• Provide mentorship to engineers and uphold technical documentation, runbooks, and troubleshooting guides.

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

• Handle customer cases, API integration challenges, and production incidents.

• Contribute to the improvement of troubleshooting methodologies, documentation, and support processes.

⛳️ Requirements

• Over 7 years of experience in Production Support, Application Support, Technical Support Engineering, or a similar role.

• Strong proficiency in RESTful APIs, API integrations, HTTP/HTTPS, authentication, and troubleshooting tools such as Postman or cURL.

• Experience with cloud platforms like AWS or GCP.

• Working familiarity with Linux, SQL, relational databases, and scripting.

• Experience in examining application logs, production problems, and complex system behaviors.

• Knowledge of monitoring, ticketing, and incident management tools.

• Proven capability to independently troubleshoot intricate issues and oversee technical escalations.

• Excellent communication, documentation, and mentoring abilities.

• Understanding of VoIP technologies and SIP (preferred).

• Familiarity with networking fundamentals, including TCP/IP, DNS, and TLS/SSL (preferred).

• Experience with monitoring, observability, or automation tools (preferred).

🏝️ Benefits

• Competitive salary, including equity for all team members.

• Unlimited Paid Time Off (PTO).

• Company-wide rest days.

• Comprehensive health and welfare plans, including an employer-paid employee-only option.

• Employer contributions to Health Savings Accounts (HSA).

• Vision and dental coverage for you and your family.

• Company-provided life and disability insurance.

• Paid parental leave (equitable for all parents).

• One year of diaper delivery for new parents.

• Identity protection services through Norton LifeLock.

• Monthly allowance for phone and internet expenses.

• One-time home office set-up allowance.

• Remote-first work culture.

• Company holidays.

• Annual stipend for professional development and learning.

• Option to choose an Apple MacBook Pro.

• 401(k) plan with a competitive company match.

• Wellness program, including Employee Assistance Program (EAP) and 24/7 telemedicine access.