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Senior Production Support Engineer (2d shift: 5 PM - 1 AM EST)

Pindropsecurity

Remote · US$90k – $110kAI

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About this role

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 in digital communication, Pindrop delivers continuous identity verification and deepfake detection across voice, video, and digital interactions in real time.

Enterprises rely on Pindrop to secure billions of high-risk customer interactions each year, including top U.S. banks, as well as leading insurers and healthcare providers. Powered by models trained on more than 1.5 billion real-world interactions annually and protected by 300+ patents, Pindrop restores trust while reducing fraud, lowering operational costs, and improving customer experience.

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 including Andreessen Horowitz, IVP, and CapitalG.

About the Role

As a Senior Production Support Engineer , you’ll play a critical role in ensuring the reliability, stability, and performance of Pindrop’s platform. 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

• Mentor Production Support Engineers through incident response, technical deep dives, and knowledge sharing

• 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

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

• 5+ years of experience in a similar role or strong foundational experience in production support

• 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 and New Employee Orientation

• 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 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 package with a base annual salary of $90,000–$110,000 , along with RSUs (Restricted Stock Units) granted to all employees, ensuring everyone shares in the company’s long-term success.

• Remote-first environment - giving you flexibility and autonomy in how you structure your day.

• While we work flexibly, we prioritize meaningful in-person moments through regular team on-sites, company-wide events, and intentional gatherings that foster connection, collaboration, and shared success.

• Unlimited Paid Time Off (PTO)

• Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!

• Best-in-class Health Savings Account (HSA) employer contribution

• Low-cost vision and dental plans for you and your family, providing comprehensive coverage and peace of mind.

• Paid Parental Leave - Including birth, adoptive & foste

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