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

Who We ArePindrop 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 RoleWe’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 DoAs 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) eventsCollaborate with Product, Engineering, and Customer Success teams to ensure smooth deployments and high-quality post-launch supportPerform root cause analysis, implement long-term fixes, and improve system reliabilityAct as a subject matter expert (SME) for Pindrop’s platform, including APIs, integrations, and customer environmentsProactively monitor production health, analyze incident trends, and recommend automation or preventive improvementsCreate and maintain technical documentation, runbooks, and post-incident reportsParticipate in on-call rotations, including after-hours support when required (weekend coverage once in 6-8 weeks)Who You AreA technically curious problem-solver who thrives in fast-paced, customer-facing environmentsCalm and methodical under pressure, with the ability to lead during Sev1 incidentsCollaborative and empathetic, focused on earning customer trust through ownership and consistencyPassionate about mentoring and helping others grow through knowledge sharingDetail-oriented while able to think holistically about long-term system stabilityAdaptable and eager to learn new tools, technologies, and approachesAccountable and proactive, taking initiative and following through without being askedYour Skill Set7+ years of experience in a similar role or strong foundational experience in production supportPrior experience in a customer-facing technical role, including direct communication with external customersStrong understanding of RESTful APIs and tools used to interact with themAdvanced English is required, with excellent written and verbal communication skillsExperience with cloud platforms such as AWS, GCP, or similarFamiliarity with Linux operating systems, relational databases, and scriptingExperience using cloud-based ticketing and incident management toolsProven ability to troubleshoot complex issues end-to-endStrong technical curiosity and interest in modern, cutting-edge technologiesAbility to quickly learn new tools and become a go-to technical resourceExperience creating and maintaining high-quality technical documentationProven mentoring and coaching experienceStrong ownership mindset in incident management and customer experienceExcellent communication skills with both technical and non-technical stakeholdersNice to HaveUnderstanding of VoIP technologiesFamiliarity with networking concepts (TCP/IP)What’s in It for YouAs 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 DaysWithin 30 days:Complete onboardingSupport peers in resolving complex technical issuesWithin 60 days:Independently manage customer cases and production incidentsCollaborate closely with multiple internal teamsWithin 90 days:Share new ideas and approaches to elevate how we resolve complex technical issuesWhat we offer:As part of Pindrop, you’ll directly influence our portfolio of products and help shape the future of voice security. We hire exceptional people and empo