Senior Production Support Engineer

Description

Who We Are

The company is a cybersecurity company delivering continuous identity verification across voice, video, and digital interactions. Powered by the company Intelligence Network, our unified trust platform helps enterprises answer three critical questions:

Is this identity synthetic? Detect AI-generated and manipulated voice and video.

Is this identity risky? Identify fraud, suspicious behavior, and other risk signals.

Is this identity known? Authenticate identities using voice, device, behavioral, and other signals.

The company brings this intelligence together across purpose-built trust engines to help organizations make informed decisions in real time — protecting customers, workforce interactions, and emerging AI-driven interactions.

The company protects billions of high-risk interactions for enterprises, including leading financial institutions, insurers, and healthcare organizations. Its technology is informed by more than 8 billion real-world interactions annually and protected by 300+ patents.

We are hiring a Senior Production Support Engineer to serve as a technical expert across the company's platform, with a strong focus on API integrations, complex troubleshooting, and production reliability .

You'll own the resolution of critical production issues, lead high-severity incident investigations, and collaborate with Engineering, Product, and Customer Success to deliver reliable solutions and exceptional customer experiences.

This role is ideal for a hands-on problem-solver who thrives in customer-facing environments, enjoys working with complex systems, and is passionate about technical excellence and continuous improvement.

Responsibilities

• Serve as a subject matter expert for the company's platform, APIs, integrations, and customer environments.
• Troubleshoot complex 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.

Requirements

• A technically curious problem-solver with strong analytical and troubleshooting skills.
• Calm under pressure and confident in handling critical production incidents.
• Customer-focused, collaborative, and comfortable communicating with technical and non-technical stakeholders.
• Proactive, accountable, and committed to improving system reliability.
• Passionate about mentoring, knowledge sharing, and learning new technologies.
• Your Skill Set
• 7+ years of experience in Production Support, Application Support, Technical Support Engineering, or a related role.
• Strong knowledge of RESTful APIs, API integrations, HTTP/HTTPS, authentication, and troubleshooting tools such as Postman or cURL.
• Experience with cloud platforms such as AWS or GCP.
• Working knowledge of Linux, SQL, relational databases, and scripting.
• Experience investigating application logs, production issues, and complex system behavior.
• Familiarity with monitoring, ticketing, and incident management tools.
• Proven ability to independently troubleshoot complex issues and manage technical escalations.
• Strong communication, documentation, and mentoring skills.
• Understanding of VoIP technologies and SIP.
• Knowledge of networking fundamentals, including TCP/IP, DNS, and TLS/SSL.
• Experience with monitoring, observability, or automation tools.

Benefits

• As a Pindropper, you'll join a growing, remote-first company using innovative voice technology to make security more human. You'll work with talented teams, solve meaningful technical challenges, and help shape the reliability and support experience of the company's platform.
• Your First 90 Days
• Within 30 Days
• Complete onboarding and develop an understanding of the company's platform, APIs, and support processes.
• Begin contributing to technical investigations alongside experienced engineers.
• Within 60 Days
• Independently manage customer cases, API integration issues, and production incidents.
• Collaborate with cross-functional teams to drive technical resolutions.
• Within 90 Days
• Become a trusted technical resource for complex escalations.
• Contribute improvements to troubleshooting practices, documentation, and support processes.
• Competitive compensation, including equity for all employees.
• Unlimited Paid Time Off (PTO).
• Company-wide rest days.
• Generous health and welfare plans, including an employer-paid employee-only option.
• Employer HSA contributions.
• Vision and dental coverage for you and your family.
• Employer-provided life and disability insurance.
• Paid parental leave (equal for all parents).
• One year of diaper delivery for new parents.
• Identity protection through Norton LifeLock.
• Monthly phone and internet allowance.
• One-time home office allowance.
• Remote-first work environment.
• Company holidays.
• Annual professional development and learning stipend.
• Choice of Apple MacBook Pro.
• 401(k) with competitive company match.
• Wellness program, including EAP and 24/7 telemedicine.
• LI-Remote
• Please note that the base pay range is a general guideline only. The company considers factors such as (but not limited to) scope and responsibilities of the position, a candidate's work experience, education/training, and key skills, as well as market and business considerations, when extending an offer.
• US Base Pay Range
• $90,000 - $110,000 USD
• Not sure if this is you?
• We want a diverse, global team, with a broad range of experience and perspectives. If this job sounds great, but you’re not sure if you qualify, apply anyway! We carefully consider every application and will either move forward with you, find another team that might be a better fit, keep in touch for future opportunities, or thank you for your time.
• AI - A Transformative Force
• At the company, we view artificial intelligence as a transformative force that, when harnessed responsibly, can unlock unprecedented value for our customers, partners and society and enable and empower us to continue to deliver cutting-edge technology to combat fraud and unblur the lines between what it means to be human versus machine.
• The company may use AI tools to help prioritize job applications for human review. The AI tool may analyze your work experience and skills to assess fit for the role, but does not consider your name or contact details. Applications with the strongest match to job requirements are prioritized for human review; not all applications may be individually reviewed.
• The company is an Equal Opportunity Employer