Senior Production Support Engineer (4 PM - 1 AM Eastern European Time), Contract Position

About the Role

We’re hiring for a Senior Production Support Engineer to work on a 4 PM–1 AM Eastern European Time shift, ensuring the reliability, stability, and performance of Pindrop’s platform.

In this role, you’ll own the resolution of complex production issues, act as a technical leader during high-severity incidents, and partner closely with Engineering, Product, and Customer Success teams to continuously improve systems, tooling, and support processes. This role is ideal for a hands-on technologist who thrives in fast-paced, customer-facing environments, enjoys deep technical problem-solving, and takes pride in ownership, mentorship, and operational excellence.

What You’ll Do

• 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)

Who You Are

• A technically curious problem-solver who thrives in fast-paced, customer-facing environments