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# Production Support Engineer

- **Company:** Pindrop Intelligence Network
- **Location:** United States (Remote available)
- **Experience:** Expert
- **Salary:** $90,000 - $110,000
- **Contract:** Permanent contract
- **Skills:** Application Programming Interfaces (APIs), Amazon Web Services, User Authentication, VoIP, Cloud Computing, Relational Databases, Linux, Domain Name System (DNS), Hypertext Transfer Protocols (HTTP), CURL, Networking Basics, Runbook, SQL Databases, Systems Integration, TCP/IP, Diagnostic Tools, Scripting, Transport Layer Security, Postman, Reliability of Systems, Restful APIs, Api Management
- **Published:** November 8, 2026
- **Apply:** https://startup.jobs/senior-production-support-engineer-8-am-5-pm-et-pindropsecurity-10714918

## About the Role

* A technically curious problem-solver with strong analytical and troubleshooting skills.
 * Calm under pressure and confident in handling critical production incidents.
 * Customer-focused, collaborative, and comfortable communicating with technical and non-technical stakeholders.
 * Proactive, accountable, and committed to improving system reliability.
 * Passionate about mentoring, knowledge sharing, and learning new technologies., * 7+ years of experience in Production Support, Application Support, Technical Support Engineering, or a related role.
 * Strong knowledge of RESTful APIs, API integrations, HTTP/HTTPS, authentication, and troubleshooting tools such as Postman or cURL.
 * Experience with cloud platforms such as AWS or GCP.
 * Working knowledge of Linux, SQL, relational databases, and scripting.
 * Experience investigating application logs, production issues, and complex system behavior.
 * Familiarity with monitoring, ticketing, and incident management tools.
 * Proven ability to independently troubleshoot complex issues and manage technical escalations.
 * Strong communication, documentation, and mentoring skills.

Nice to Have

 * Understanding of VoIP technologies and SIP.
 * Knowledge of networking fundamentals, including TCP/IP, DNS, and TLS/SSL.
 * Experience with monitoring, observability, or automation tools.

## Description

We are hiring a Senior Production Support Engineer to serve as a technical expert across Pindrop's platform, with a strong focus on API integrations, complex troubleshooting, and production reliability.

You'll own the resolution of critical production issues, lead high-severity incident investigations, and collaborate with Engineering, Product, and Customer Success to deliver reliable solutions and exceptional customer experiences.

This role is ideal for a hands-on problem-solver who thrives in customer-facing environments, enjoys working with complex systems, and is passionate about technical excellence and continuous improvement.

What You'll Do

 * Serve as a subject matter expert for Pindrop's platform, APIs, integrations, and customer environments.
 * Troubleshoot complex production issues and API integration challenges, including authentication, connectivity, and configuration.
 * Own critical escalations and lead technical investigations during Sev1 incidents.
 * Collaborate with Engineering, Product, and Customer Success to resolve issues and support successful deployments.
 * Conduct root cause analysis, identify recurring issues, and drive long-term improvements.
 * Monitor production health and recommend improvements to tooling, automation, and support processes.
 * Mentor engineers and maintain technical documentation, runbooks, and troubleshooting guides.
 * Participate in on-call rotations, including after-hours support as needed., * Complete onboarding and develop an understanding of Pindrop's platform, APIs, and support processes.
 * Begin contributing to technical investigations alongside experienced engineers.

Within 60 Days

 * Independently manage customer cases, API integration issues, and production incidents.
 * Collaborate with cross-functional teams to drive technical resolutions.

Within 90 Days

 * Become a trusted technical resource for complex escalations.
 * Contribute improvements to troubleshooting practices, documentation, and support processes.