Senior Production Support Engineer
P
PindropCybersecurity
US - Remote, 8 am - 5 pm ET; on-call rotations, including after-hours support as neededFull-TimeSenior
SalaryUS Base Pay Range $90,000 — $110,000 USD
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Job Details
- Experience
- 7+ years of experience in Production Support, Application Support, Technical Support Engineering, or a related role.
- Required Skills
- AWSSQLGCPRESTful APIsLinuxPostman
Requirements
- Have 7+ years of experience in Production Support, Application Support, Technical Support Engineering, or a related role.
- Have strong knowledge of RESTful APIs, API integrations, HTTP/HTTPS, and authentication.
- Use troubleshooting tools such as Postman or cURL.
- Have experience with cloud platforms such as AWS or GCP.
- Have working knowledge of Linux, SQL, relational databases, and scripting.
- Have experience investigating application logs, production issues, and complex system behavior.
- Be familiar with monitoring, ticketing, and incident management tools.
- Be able to independently troubleshoot complex issues and manage technical escalations.
- Have strong communication, documentation, and mentoring skills.
- Nice to have: understanding of VoIP technologies and SIP.
- Nice to have: knowledge of networking fundamentals, including TCP/IP, DNS, and TLS/SSL.
- Nice to have: experience with monitoring, observability, or automation tools.
Responsibilities
- Serve as a subject matter expert for Pindrop’s platform, APIs, integrations, and customer environments.
- Troubleshoot production issues and API integration challenges, including authentication, connectivity, and configuration.
- Own critical escalations and lead technical investigations during Sev1 incidents.
- Collaborate with Engineering, Product, and Customer Success to resolve issues and support successful deployments.
- Conduct root cause analysis, identify recurring issues, and drive long-term improvements.
- Monitor production health and recommend improvements to tooling, automation, and support processes.
- Mentor engineers and maintain technical documentation, runbooks, and troubleshooting guides.
- Participate in on-call rotations, including after-hours support as needed.
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