Senior Production Support Engineer (4 PM - 1 AM EET), Contract

Stack

Responsibilities

• ▹Own the resolution of complex production issues and lead incident response for critical (Sev1) events
• ▹Collaborate with Product, Engineering, and Customer Success teams for smooth deployments and 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, 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 (weekend coverage once every 6-8 weeks)

Requirements

• ▹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

Soft skills

About the company

Pindrop delivers identity verification and deepfake detection across voice, video, and digital interactions, powered by models trained on 1.5B+ real-world interactions and protected by 300+ patents, serving top US banks, insurers, and healthcare providers.