Pindrop

Compensation

Full Description

Job Description: • 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 Requirements: • 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. Benefits: • Competitive compensation, including equity for all employees • Unlimited Paid Time Off (PTO) • 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