Senior Production Support Engineer

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 2025’s Best Inventions 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

Competitive compensation, including equity for all employees

Unlimited Paid Time Off (PTO)

4 company-wide rest days in 2025

Generous health and welfare plans, including an employer-paid employee-only option

Best-in-class employer HSA contributions

Vision and dental coverage for you and your family

Employer-provided life and disability insurance

Paid parental leave (equal for all parents)

One year of diaper delivery for new parents

Identity protection through Norton LifeLock

Monthly phone and internet allowance

One-time home office allowance

Remote-first work environment

Company holidays

Annual professional development and learning stipend

Choice of Apple MacBook Pro

401(k) with competitive company match

Wellness program including EAP and 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.

US Base Pay Range
$70,000—$100,000 USD

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.

AI - A Transformative Force

At Pindrop, we view artificial intelligence as a transformative force that, when harnessed responsibly, can unlock unprecedented value for our customers, partners and society and enable and empower us to continue to deliver cutting-edge technology to combat fraud and unblur the lines between what it means to be human versus machine.

Pindrop may use AI tools to help prioritize job applications for human review. The AI tool may analyze your work experience and skills to assess fit for the role, but does not consider your name or contact details. Applications with the strongest match to job requirements are prioritized for human review; not all applications may be individually reviewed.

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.