Senior Production Support Engineer
New
P
PindropIdentity Trust Platform
US - Remote, 2d shift: 5 PM - 1 AM ESTFull-TimeSenior
Salary$90,000–$110,000
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Job Details
- Experience
- 5+ years
- Required Skills
- AWSGCPRESTful APIsMentoringLinuxScripting
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
- 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
Responsibilities
- 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
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