Who We Are
Pindrop is redefining trust in the digital age. Our patented voice, and video authentication, fraud detection, and deepfake detection technologies protect some of the world’s largest banks, insurers, retailers, and healthcare leaders. As AI-driven threats evolve in the form of synthetic voices, deepfakes, face swapping and more, our solutions stay ahead, helping ensure that the real human and the right human are recognized.
Pindrop is trusted by Fortune 500 enterprises to secure voice interactions, and with $100M ARR we’re entering our next phase of innovation and growth, backed by world-class investors including Andreessen Horowitz, IVP, and CapitalG.
Senior Production Support Engineer
Remote - US
What you’ll do
As a Senior Production Support Engineer, you will play a critical role focused on owning the resolution of complex production issues, driving cross-functional collaboration, and enabling continuous improvement across systems and processes.
- Collaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high quality post launch support. Additionally, identify root causes, implement long-term fixes, and improve system reliability.
- Act as a subject matter expert (SME) for Pindrop’s platform, owning a deep understanding of APIs, integrations, and customer environments.
- Mentor Production Support Engineers through incident response, technical deep dives, and knowledge sharing.
- Proactively monitor production health, analyze incident trends, and recommend preventive or automation improvements.
- Create and maintain technical documentation, runbooks, and post-incident reports to improve internal consistency and enable faster response.
- Participate in on-call rotation, even after hours when needed and ensure high responsiveness during critical events.
Who you are
- A technically curious problem-solver who thrives in fast-paced, customer-facing environments.
- Calm and methodical under pressure, able to lead during Sev1 incidents and maintain clear communication with stakeholders.
- Collaborative and empathetic, understanding that customer trust is earned through consistency, ownership, and quality.
- Passionate about mentorship and helping others grow - sharing knowledge, tools, and best practices across the team.
- Detail-oriented yet able to see the bigger picture, ensuring immediate fixes align with long-term system stability.
- Adaptable and eager to learn new tools, technologies, and methods to continuously improve Pindrop’s support ecosystem.
- Accountable and proactive - you take initiative, follow through, and seek opportunities to make things better without being asked.
Your skill-set:
- 5+ years of experience in a similar role or foundational understanding of the job duties.
- Strong understanding of RESTful APIs and experience with tools/utilities to interact with them
- Exposure to Cloud platforms like AWS, GCP etc.
- Familiarity or experience with Linux OS, Relational Databases and Scripting.
- Experience with cloud-based ticketing tools.
- Passionate about solving challenging problems and troubleshooting until a solution is discovered.
- Technologist at heart that has a high desire to work with bleeding-edge solutions.
- Truly able to understand and learn new tools from top to bottom and become a go-to resource for others.
- Proficiency in creating, maintaining, and organizing technical documentation.
- Experience facilitating knowledge transfer from development to support teams.
- Proven ability to mentor and coach junior engineers.
- Strong sense of ownership and accountability in incident management and customer experience.
- Expertise in handling clear communication with stakeholders and leading resolution of critical production (Sev1) incidents.
- Ability to perform root cause analysis and contribute to post-incident reviews.
- Ability to identify recurring issues and contribute to improving tools, automation, and processes to prevent future incidents.
- Strong cross-functional collaboration with Engineering and Product teams.
- Excellent communication skills with ability to clearly explain technical concepts to both technical and non-technical stakeholders.
- Not afraid to raise your hand when you have questions or lend a helping hand to your peers.
Nice to Have:
- Understanding of VoiP
- Familiarity or experience with Networking (TCP/IP)
What’s in it for you:
As a Pindropper, you join a rapidly growing company making technology more human with the power of voice. You will work alongside some of the best and brightest. We’re a passionate group committed to excellence - but that doesn’t stop us from enjoying the journey as a team with chess and poker tournaments, catered lunches and happy hours, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO, Focus Thursday, and Company-wide Rest Days.
- Within 30 days you’ll
- Complete onboarding and attend New Employee Orientation sessions with other new Pindroppers.
- Support peers in resolving highly complex technical issues
- Within 60 days you’ll
- Independently handle customer cases and incidents while working collaboratively with multiple internal teams.
- Within 90 days you’ll
- Teach us something new about how we can elevate our Support organization in resolving complex technical issues.
What we offer
As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:
- Competitive compensation, including equity for all employees
- Unlimited Paid Time Off (PTO)
- 4 company-wide rest days in 2025 where the entire company rests and recharges!
- Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
- Best-in-class Health Savings Account (HSA) employer contribution
- Affordable vision and dental plans for you and your family
- Employer-provided life and disability coverage with additional supplemental options
- Paid Parental Leave - Equal for all parents, including birth, adoptive & foster parents
- One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
- Identity protection through Norton LifeLock
- Recurring monthly Phone and Internet allowance
- One Time home office allowance
- Remote first environment – meaning you have flexibility in your day!
- Company holidays
- Annual professional development and learning benefit
- Pick your own Apple MacBook Pro
- Retirement plan with competitive 401(k) match
- Wellness Program including Employee Assistance Program, 24/7 Telemedicine
Please note that the base pay range is a general guideline only. Pindrop considers factors such as (but not limited to) scope and responsibilities of the position, a candidate's work experience, education/training, and key skills, as well as market and business considerations, when extending an offer.
What we live by
At Pindrop, our Core Values are fundamental beliefs at the center of all we do. They are our guiding principles that dictate our actions and behaviors. Our Values are deeply embedded into our culture in big and small ways and even help us decide right from wrong when the path forward is unclear. At Pindrop, we believe in taking accountability to make decisions and act in a way that reflects who we are. We truly believe making decisions and acting with our Core Values in mind will help us to achieve our goals and keep Pindrop a great place to work:
- Audaciously Innovate - We continue to change the world, and the way people safely engage and interact with technology. As first principle thinkers, we challenge standards, take risks and learn from our mistakes in order to make positive change and continuous improvement. We believe nothing is impossible.
- Evangelical Customers for Life - We delight, inspire and empower customers from day one and for life. We create a partnership and experience that results in a shared passion. We are champions for our customers, and our customers become our champions, creating a universal commitment to one another.
- Execution Excellence - We do what we say and say what we do. We are accountable for making the tough decisions and necessary tradeoffs to deliver quality and effective solutions on time.
- Win as a Company - Every time we win, we win as a company. Every time we lose, we lose as a company. We break down silos, support one another, embrace diversity and celebrate our successes. We are better together.
- Make a Difference - Every day we have the opportunity to make a positive impact. We operate with dedication, passion, and uncompromising integrity, creating a safer, more secure world.
Not sure if this is you?
We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.
Pindrop is an Equal Opportunity Employer
Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.
