About the Role

As a Senior Production Support Engineer, you’ll play a critical role in ensuring the reliability, stability, and performance of Pindrop’s platform. 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

As a Senior Production Support Engineer, you’ll play a critical role in resolving complex production issues, driving cross-functional collaboration, and continuously improving system reliability and support processes.

• 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

• Mentor Production Support Engineers through incident response, technical deep dives, and knowledge sharing

• 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

Who You Are

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

• Calm and methodical under pressure, with the ability to lead during Sev1 incidents

• Collaborative and empathetic, focused on earning customer trust through ownership and consistency

• Passionate about mentoring and helping others grow through knowledge sharing

• Detail-oriented while able to think holistically about long-term system stability

• Adaptable and eager to learn new tools, technologies, and approaches

• Accountable and proactive, taking initiative and following through without being asked

Your Skill Set

• 5+ years of experience in a similar role or strong foundational experience in production support

• Strong understanding of RESTful APIs and tools used to interact with them

• Experience with cloud platforms such as AWS, GCP, or similar

• Familiarity with Linux operating systems, relational databases, and scripting

• Experience using cloud-based ticketing and incident management tools

• Proven ability to troubleshoot complex issues end-to-end

• Strong technical curiosity and interest in modern, cutting-edge technologies

• Ability to quickly learn new tools and become a go-to technical resource

• Experience creating and maintaining high-quality technical documentation

• Proven mentoring and coaching experience

• Strong ownership mindset in incident management and customer experience

• Excellent communication skills with both technical and non-technical stakeholders

Nice to Have

• Understanding of VoIP technologies

• Familiarity with networking concepts (TCP/IP)

What’s in It for You

As a Pindropper, you’ll join a rapidly growing company using voice technology to make security more human. You’ll work alongside talented, passionate teammates in a supportive, remote-first environment.

Your First 90 Days

Within 30 days:

• Complete onboarding and New Employee Orientation

• Support peers in resolving complex technical issues

Within 60 days:

• Independently manage customer cases and production incidents

• Collaborate closely with multiple internal teams

Within 90 days:

• Share new ideas and approaches to elevate how we resolve complex technical issues

What we offer:

As a part of Pindrop, you’ll have a direct impact on our growing list of products and the future of security in the voice-driven economy. We hire great people and take care of them. Here’s a snapshot of the benefits we offer:

• Competitive compensation package with a base annual salary of $90,000–$110,000, along with RSUs (Restricted Stock Units) granted to all employees, ensuring everyone shares in the company’s long-term success.
• Remote-first environment - giving you flexibility and autonomy in how you structure your day.
• While we work flexibly, we prioritize meaningful in-person moments through regular team on-sites, company-wide events, and intentional gatherings that foster connection, collaboration, and shared success.
• Unlimited Paid Time Off (PTO)
• Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan!
• Best-in-class Health Savings Account (HSA) employer contribution
• Low-cost vision and dental plans for you and your family, providing comprehensive coverage and peace of mind.
• Paid Parental Leave - Including birth, adoptive & foster parents
• One year of diaper delivery for your newest addition to the family! It’s our way of welcoming new Pindroplets to the family!
• Recurring monthly phone and internet allowance to help cover essential connectivity costs and support flexible work.
• Enhanced fertility and GLP-1 benefits to support family-building journeys and personalized health needs.
• Annual Learning & Development stipend to support your professional growth, skill-building, certifications, and continued education.

This position will be posted for 30 days after 4/27/26

#LI-Remote

What you’ll do

As the Director, Customer Success, you will lead a blended team responsible for driving customer adoption, value realization, retention, and advocacy across a portfolio of customers. Reporting to the VP, Customer Success, you will translate the broader Customer Success vision into repeatable operating rhythms, strong team execution, and measurable customer outcomes.

You’ll be responsible for leading a frontline team, improving the consistency and scalability of the customer journey, and partnering cross-functionally with Sales, Product, Support, Professional Services and Marketing to help customers realize the full value of Pindrop’s solutions.

You will:

Customer Value Realization & Retention

• Lead a team that is responsible for customer outcomes to drive subscription utilization, use case adoption, business value realization, renewal and upsell partnership with Sales to drive long-term retention and expansion in support of Pindrop’s growth.
• Drive proactive customer engagement strategies that improve product adoption, reduce risk, and strengthen retention across the portfolio.
• Monitor customer health, identify patterns that signal churn or compression risk, and ensure timely mitigation plans are in place.
• Coach the team to develop and execute success plans and ensure sound customer governance motions that produce customer priorities and business outcomes.
• Partner with leadership on renewal readiness, risk reviews, and account planning for Pindrop’s enterprise customers.

Team Leadership & Talent Development

• Hire, lead, and develop a high-performing Customer Success team, including Customer Success Managers and Fraud & Authentication Consultants, with a strong culture of accountability, customer advocacy, and operational excellence.
• Provide coaching, performance management, and career development for team members, helping them grow as trusted advisors to enterprise customers.
• Establish clear expectations, inspect performance against goals, and reinforce best practices across customer engagement, internal collaboration, and executive communication.
• Support the adoption of AI-enabled workflows and tools that increase team efficiency, consistency, and customer impact.

Customer Engagement & Executive Partnership

• Serve as a senior escalation point for customer situations, helping to drive alignment, urgency, and trust during moments of risk or complexity.
• Engage directly with strategic customers and executive stakeholders to strengthen relationships and reinforce business value.
• Ensure the team delivers high-quality business reviews, success plans, governance cadences, and executive-ready communications.
• Partner with the VP, Customer Success on executive sponsorship plans and key account strategies.

Cross-Functional Collaboration

• Work closely with Sales to support expansion planning, renewal readiness, and coordinated account execution.
• Partner with Product and Product Marketing to channel voice-of-customer feedback into roadmap discussions, innovation storytelling, and customer communications.
• Collaborate with Professional Services, Support, and CoE teams to ensure customers receive a coordinated and high-quality experience.
• Help drive internal alignment around customer priorities, escalations, and opportunities to improve the customer lifecycle.

Operational Excellence

• Implement and improve Customer Success processes, playbooks, and operating cadences that create consistency and scale across the team.
• Use tools such as Gainsight, Salesforce, Tableau, Glean, and AI-enabled workflows to drive visibility, prioritization, and execution.
• Build a data-driven management rhythm around customer health, adoption, retention, satisfaction, and team performance.
• Contribute to the evolution of service models and engagement approaches across customer tiers as the business grows.

Who you are

• A customer-centered leader who knows how to turn strategy into consistent execution.
• Skilled at balancing relationship leadership with operational rigor.
• Comfortable working across technical, commercial, and executive audiences.
• Passionate about coaching teams, improving customer outcomes, and scaling best practices.
• Calm under pressure and effective in navigating escalations, ambiguity, and change.

Your skill-set

• 10+ years of experience in Customer Success, Account Management, Customer Experience, or related functions.
• 3+ years of people leadership experience managing Customer Success Managers or similar customer-facing teams.
• Proven success managing or leading teams serving enterprise and strategic accounts.
• Strong track record of improving retention, customer health, adoption, and executive engagement.
• Experience building repeatable processes, playbooks, and operating rhythms in a scaling environment.
• Strong communication and influencing skills with the ability to work effectively across Sales, Product, Engineering, Marketing, Services, and Support.
• Experience with Gainsight, Salesforce, and data/reporting tools; comfort using AI tools to improve team productivity and customer experience.
• Industry experience in security, fraud, call center/CCaaS, identity, or enterprise SaaS preferred.
• Willingness to travel up to 25%.

What’s in it for you

As a Pindropper, you join a rapidly growing company making technology more human with the power of voice. You will work alongside some of the best and brightest. We’re a passionate group committed to excellence — but that doesn’t stop us from enjoying the journey as a team with fun events, wellness programming, and more. Because we take our jobs seriously, we add in time for rest with Unlimited PTO.

You have the chance to make a meaningful impact at an exciting, cutting-edge technology company. Your leadership will directly influence customer outcomes, team development, and the continued evolution of Pindrop’s Customer Success organization.