Senior Product Manager, Issue Management
•Vanta· 16h
📦 Product⏰ Full-time⭐ Senior🇺🇸 USA
16h ago
Pindropsecurity·6 days ago
Pindrop is the Real Human + Right Human® Identity Trust Platform for the AI era. As AI-driven fraud and deepfakes erode trust in digital communication, Pindrop delivers continuous identity verification and deepfake detection across voice, video, and digital interactions in real time.
Enterprises rely on Pindrop to secure billions of high-risk customer interactions each year, including top U.S. banks, as well as leading insurers and healthcare providers. Powered by models trained on more than 1.5 billion real-world interactions annually and protected by 300+ patents, Pindrop restores trust while reducing fraud, lowering operational costs, and improving customer experience.
Recognized by TIME as one of the Top 10 Most Influential Software Companies of 2026 and by Inc. for Best in Business for Innovation, Pindrop is backed by leading investors including Andreessen Horowitz, IVP, and CapitalG.
We’re hiring for a Senior Production Support Engineer to work on a 3 PM–12 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.
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
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)
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
7+ 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
Understanding of VoIP technologies
Familiarity with networking concepts (TCP/IP)
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.
Complete onboarding
Support peers in resolving complex technical issues
Independently manage customer cases and production incidents
Collaborate closely with multiple internal teams
Share new ideas and approaches to elevate how we resolve complex technical issues
As part of Pindrop, you’ll directly influence our portfolio of products and help shape the future of voice security. We hire exceptional people and empower them to do their best work.
#LI-Remote
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.
At Pindrop, 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.
Pindrop 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.
Here at Pindrop, it is our mission to create and maintain a diverse and inclusive work environment. As an equal opportunity employer, all qualified applicants receive consideration for employment without regard to race, color, age, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetic information, disability, marital and/or veteran status.