Senior Production Support Engineer (4 PM - 1 AM Eastern European Time), Contract Position

Who We Are

Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era. As AI-driven fraud and deepfakes erode trust, Pindrop delivers real-time identity verification and deepfake detection across voice, video, and digital interactions. Trusted by top U.S. banks, insurers, and healthcare providers, Pindrop secures billions of high-risk customer interactions annually. Recognized by TIME as one of the Top 10 Most Influential Software Companies of 2026 and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors.

About the Role

We are hiring a Senior Production Support Engineer to work a 4 PM–1 AM Eastern European Time shift. This role is crucial for ensuring the reliability, stability, and performance of Pindrop’s platform. You will own the resolution of complex production issues, act as a technical leader during high-severity incidents, and collaborate with Engineering, Product, and Customer Success teams to drive continuous improvements. This position is perfect for a hands-on technologist who excels in fast-paced, customer-facing environments, enjoys deep technical problem-solving, and values ownership, mentorship, and operational excellence.

What You’ll Do

• 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 drive system reliability improvements.
• 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 and weekend coverage (once every 6-8 weeks).

Who You Are

• A technically curious problem-solver thriving in fast-paced, customer-facing environments.
• Calm and methodical under pressure, capable of leading during Sev1 incidents.
• Collaborative and empathetic, focused on earning customer trust through ownership and consistency.
• Passionate about mentoring and knowledge sharing.
• Detail-oriented with the ability to think holistically about long-term system stability.
• Adaptable and eager to learn new tools and technologies.
• Accountable and proactive, taking initiative and following through.

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.
• 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 technologies.
• Ability to quickly learn new tools and become a 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

• Join a rapidly growing company using voice technology to enhance security.
• Work with talented, passionate teammates in a supportive, remote-first environment.
• Competitive compensation, including equity for all employees.
• Unlimited Paid Time Off (PTO).
• Remote-first culture.

Your First 90 Days

• Within 30 days: Complete onboarding and support peers in resolving technical issues.
• Within 60 days: Independently manage customer cases and production incidents; collaborate closely with internal teams.
• Within 90 days: Share new ideas and approaches to improve issue resolution processes.

Important Considerations

• Contracted through Alcor BPO.
• AI in Application Review: Pindrop may use AI tools to prioritize job applications for human review. The AI analyzes work experience and skills but not personal identifiers. Not all applications may receive individual review.
• Equal Opportunity Employer: Pindrop is committed to creating a diverse and inclusive work environment and considers all qualified applicants without regard to race, color, age, religion, sex, gender, sexual orientation, national origin, disability, or veteran status.
• AI's Transformative Force: Pindrop views AI as a transformative force for combating fraud and enhancing trust. This role involves working with cutting-edge AI technologies.