Senior Production Support Engineer (3 PM — 12 AM Eastern European Time), B2B Contract Position

About the Role

We’re hiring for a Senior Production Support Engineer to work on a 3 PM—12 AM Eastern European Time shift, ensuring the reliability, stability, and performance of Pindrop’s platform.

In this role, 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
• 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 (weekend coverage once in 6-8 weeks)

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

• 7+ years of experience in a similar role or strong foundational experience in production support
• Prior experience in a customer-facing technical role, including direct communication with external customers
• Strong understanding of RESTful APIs and tools used to interact with them
• Advanced English is required, with excellent written and verbal communication skills
• 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
• 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:

As part of Pindrop, you’ll directly influence our portfolio of products and help shape the future of voice security. We hire exceptional people and empower them to do their best work.

• Competitive compensation, including equity for all employees
• Unlimited Paid Time Off (PTO)
• Remote-first culture

This position is contracted through Alcor BPO.