Senior Production Support Engineer (3 PM - 12 AM Eastern European Time), Contract Position
Pindrop2 days ago
Remote, UkraineSenior
Responsibilities
- Own resolution of complex production issues and lead incident response for critical Sev1 events.
- Collaborate with Product, Engineering, and Customer Success to support deployments and post-launch operations.
- Perform root cause analysis and implement long-term fixes to improve system reliability.
- Serve as a subject matter expert for the platform, APIs, integrations, and customer environments.
- Monitor production health, analyze incident trends, and recommend automation and preventive improvements.
- Create and maintain technical documentation, runbooks, and post-incident reports.
- Participate in on-call rotations, including after-hours support and weekend coverage once every 6–8 weeks.
Requirements
- At least 7 years of experience in a similar role or strong foundational production support experience.
- Prior customer-facing technical experience with direct external customer communication.
- Strong understanding of RESTful APIs and tools used to interact with them.
- Experience with AWS, GCP, or similar cloud platforms.
- Familiarity with Linux operating systems, relational databases, scripting, and cloud-based ticketing and incident management tools.
- Ability to troubleshoot complex issues end-to-end and quickly learn new tools.
- Experience creating and maintaining technical documentation, plus proven mentoring and coaching experience.
- Advanced English proficiency with excellent written and verbal communication skills.
- Understanding of VoIP technologies and familiarity with TCP/IP networking concepts.
- Strong ownership of incident management and customer experience, with the ability to work effectively with technical and non-technical stakeholders.
Benefits
- Competitive compensation and equity for all employees.
- Unlimited paid time off.
- Remote-first culture.
- Contracted through Alcor BPO.
- Scheduled for a 3 PM–12 AM Eastern European Time shift, with weekend coverage approximately once every 6–8 weeks.
Tech Stack
Categories
Site Reliability
About Pindrop
Pindrop builds voice and digital identity verification and fraud detection software for enterprises, offering call center authentication, continuous risk scoring, and deepfake detection. Customers include major U.S. banks as well as insurers and healthcare providers. Founded in 2011 and headquartered in Atlanta, it is privately held and sells subscription software and services to global organizations.