Senior Production Support Engineer, Contract Position

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

📋 Description

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

• Work collaboratively with Product, Engineering, and Customer Success teams to facilitate seamless deployments and ensure high-quality support post-launch.

• Conduct root cause analyses, implement enduring solutions, and enhance system reliability.

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

• Proactively oversee production health, assess incident trends, and propose automation or preventive enhancements.

• Develop and maintain technical documentation, runbooks, and post-incident reviews.

• Engage in on-call rotations, including providing after-hours support as needed (weekend coverage approximately once every 6-8 weeks).

⛳️ Requirements

• A minimum of 7 years of experience in a comparable role or a solid foundational background in production support.

• Previous experience in a customer-facing technical position, involving direct interaction with external clients.

• Strong knowledge of RESTful APIs and the tools utilized to interact with them.

• Proficiency in English is mandatory, with exceptional written and verbal communication abilities.

• Familiarity with cloud platforms such as AWS, GCP, or equivalent.

• Knowledge of Linux operating systems, relational databases, and scripting.

• Experience with cloud-based ticketing and incident management systems.

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

• A strong technical curiosity and a passion for modern, innovative technologies.

• Ability to rapidly learn new tools and become a reliable technical resource.

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

• Proven experience in mentoring and coaching others.

• A strong sense of ownership regarding incident management and customer experience.

• Excellent communication skills for engaging with both technical and non-technical stakeholders.

🏝️ Benefits

• Competitive compensation package, including equity for all staff.

• Unlimited Paid Time Off (PTO).

• A remote-first culture.