Senior Production Support Engineer

PindropSecurity Identity Trust

Ukraine, 4 PM - 1 AM Eastern European Time (EET)ContractSenior

SalaryCompetitive compensation, including equity for all employees

Apply NowOpens the employer's application page

Job Details

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
Experience creating and maintaining high-quality technical documentation
Proven mentoring and coaching experience
Understanding of VoIP technologies
Familiarity with networking concepts (TCP/IP)

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)

View Full Description & ApplyYou'll be redirected to the employer's site