Senior Production Support Engineer (8 am - 5 pm ET)

pindropsecurity; United States; Remote; USD 120,000 - 150,000; Full time

Benefits offered by this job

Paid time off

Health coverage

Retirement matching

Parental leave

Learning stipend

Home-office support

Phone and internet stipend

Job summary

pindropsecurity is seeking a senior technical resource to own high‑severity investigations, resolve complex API and integration issues, and drive durable reliability improvements across our production platform. You will coordinate with engineering and customer teams, lead incident communications, mentor teammates, and document runbooks, playbooks, and troubleshooting guides.

The role follows an Eastern Time remote‑first schedule with on‑call responsibility.

Qualifications

• 7+ years in production support, application support, technical support engineering, or a related field.
• Strong knowledge of REST APIs, HTTP/HTTPS, integrations, authentication, and tools such as Postman or cURL.
• Experience with a cloud platform such as AWS or GCP.
• Working knowledge of Linux, SQL, relational databases, and scripting.
• Ability to investigate logs and complex application behavior, manage escalations independently, and stay composed during critical incidents.
• Strong communication, documentation, customer service, and mentoring skills.

Responsibilities

• Troubleshoot production incidents and API integration problems involving authentication, connectivity, and configuration.
• Lead technical investigations and escalations during the most severe incidents.
• Coordinate with engineering, product, and customer-facing teams to resolve issues and support deployments.
• Perform root cause analysis, identify repeated failure patterns, and recommend durable fixes.
• Monitor production health and improve support tooling, automation, and incident processes.
• Mentor colleagues and maintain practical documentation, runbooks, and troubleshooting guides.

Skills

REST APIs

HTTP/HTTPS

Postman

cURL

AWS

GCP

Linux

SQL

Scripting

Incident management

Job description

Role overview

Serve as a senior technical resource for a production platform, helping customers and internal teams resolve complex API, integration, and reliability issues. You’ll take ownership of high-severity investigations, communicate clearly during incidents, and turn recurring problems into lasting operational improvements. The stated working hours are 8 a.m. to 5 p.m. Eastern Time, with participation in an on‑call rotation and after‑hours support as needed.

Responsibilities

• Troubleshoot production incidents and API integration problems involving authentication, connectivity, and configuration.
• Lead technical investigations and escalations during the most severe incidents.
• Coordinate with engineering, product, and customer‑facing teams to resolve issues and support deployments.
• Perform root cause analysis, identify repeated failure patterns, and recommend durable fixes.
• Monitor production health and improve support tooling, automation, and incident processes.
• Mentor colleagues and maintain practical documentation, runbooks, and troubleshooting guides.

Requirements

• At least seven years in production support, application support, technical support engineering, or a related field.
• Strong knowledge of REST APIs, HTTP/HTTPS, integrations, authentication, and tools such as Postman or cURL.
• Experience with a cloud platform such as AWS or GCP.
• Working knowledge of Linux, SQL, relational databases, and scripting.
• Ability to investigate logs and complex application behavior, manage escalations independently, and stay composed during critical incidents.
• Strong communication, documentation, customer service, and mentoring skills.

Nice to have

• Familiarity with VoIP and SIP, networking concepts such as TCP/IP, DNS, and TLS/SSL, or observability and automation tools.

Benefits and work setup

• Remote‑first work with the listed Eastern Time schedule and on‑call responsibilities.
• Benefits include paid time off, health and welfare coverage, retirement matching, parental leave, a learning stipend, and phone, internet, and home‑office support.