Senior Production Support Engineer

Job description

Senior Production Support Engineer (2nd Shift, 5pm-1am EST)

Location: US REMOTE, WEST COAST PREFERRED

Who we are

Are you passionate about innovating at the intersection of technology and personal security? At Pindrop, we recognize that the human voice is a unique personal identifier, increasingly susceptible to sophisticated fraud, including the threat of deepfakes. We’re leading the way in developing cutting-edge authentication, fraud prevention, and deepfake detection. Our mission is to provide seamless and secure digital experiences, safeguarding the most personal aspect of our identity: our voice. Here, you’ll be part of a team driven by values of Innovation, Customer Advocacy, Excellence, and Impact. We’re not just creating a safer digital landscape by fortifying trust and integrity with those we serve, we’re also building a dynamic, supportive workplace where your contributions make a real difference.

Headquartered in Atlanta, GA, Pindrop is backed by world-class investors such as Andreessen-Horowitz, IVP, and CapitalG.

What you’ll do

• Serve as the first point of customer support
• Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues
• Take ownership of and resolve customers’ product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes
• Work with engineering team to understand best deployment practices and product architecture
• Participate in the testing of new product releases
• Manage and track issues to ensure accurate and complete resolution. Keep Incident Tracking Database up to date with new solutions
• Contribute articles to the knowledge base in an effort to promote self-help for our customers
• Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers
• Establish priorities and communicate rationale and timeframe clearly to customers. Overcomes constraints to meet established deadlines

Who you are

• Self-starter with the ability to multitask
• You enjoy working in a fast-paced start-up culture
• Good communication and presentation skills
• You are resilient in the face of challenges, change, and ambiguity
• You are optimistic and believe that you can make a problem into a solution
• You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed
• You take accountability, do the things you say you’ll do, under-promise and over-deliver
• You are nimble and adaptable when priorities change and continue to see the “forest through the trees”

Your skill-set:

• 2-5+ 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.
• Proficiency in creating, maintaining, and organizing technical documentation.
• 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.
• Not afraid to raise your hand when you have questions or lend a helping hand to your peers.

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.

As a Production Support Engineer, you will have the opportunity to work alongside other teams to deliver top notch solutions for enterprise client bases. Our environment is fast-paced and gritty that allows for hungry, driven engineers to flourish.

• Within 30 days you’ll be

  • acclimated with our OnPrem and Cloud products and start working on account access.

• Within 60 days you’l l

  •  start to join troubleshooting sessions with other engineers and learn the internal complexities.

• Within 90 days you’ll

  • independently handle customer cases and incidents while working collaboratively with multiple internal teams.

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 2024 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

• Remote-first culture with opportunities for in-person team events

• 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

The base pay for this position is generally between $85,000 and $105,000. 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.

This position will be posted for 60 days after May 29, 2025

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