Senior Production Support Engineer (4 PM - 1 AM Eastern European Time), Contract

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 We re hiring for a Senior Production Support Engineer to work on a 4 PM-1 AM Eastern European Time shift, ensuring the reliability, stability, and performance of Pindrop s platform. In this role, 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 • 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 (weekend coverage once in 6-8 weeks) 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 • 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, with excellent written and verbal communication skills • 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 • 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...