Production Support Engineer

6 days ago

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Pindrop

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Security, Identity & Intelligence On Every Voice

anti-fraud • phone fraud • fraud • authentication • call center authentication

201 - 500

Description

• Serve as the first point of customer support • Responsible for undertaking detailed troubleshooting and investigations to identify root causes/fixes for complex technical issues • Take ownership of and resolve customers' product issues via telephone, email, or in-person, while meeting or exceeding stated service level agreement (SLA) timeframes • Work with engineering team to understand best deployment practices and product architecture • Participate in the testing of new product releases • Manage and track issues to ensure accurate and complete resolution. Keep Incident Tracking Database up to date with new solutions • Contribute articles to the knowledge base in an effort to promote self-help for our customers • Maintain solid customer relationships by handling their questions and concerns with speed and professionalism. Is accessible and available to multiple customers • Establish priorities and communicate rationale and timeframe clearly to customers. Overcomes constraints to meet established deadlines

Requirements

• Self-starter with the ability to multitask • You enjoy working in a fast-paced start-up culture • Good communication and presentation skills • You are resilient in the face of challenges, change, and ambiguity • You are optimistic and believe that you can make a problem into a solution • You are resourceful, excited to uncover innovative solutions and teach yourself something new when needed • You take accountability, do the things you say you’ll do, under-promise and over-deliver • You are nimble and adaptable when priorities change and continue to see the “forest through the trees” • Experience with UNIX and Linux systems • SQL • Basic network and systems knowledge • Telephony experience is a plus • Cloud Skills. • Knowledge of how API's / REST clients work. • Understanding of tools like Postman or curl. • Ability to use cloud platforms ( google cloud, grafana, etc.. ) • Understanding of basic CS items ( Networking, DB, OS, Scripting etc. )

Benefits

• Competitive compensation, including equity for all employees • Unlimited Paid Time Off (PTO) • 4 company-wide rest days in 2024 where the entire company rests and recharges! • Generous health and welfare plans to choose from - including one employer-paid “employee-only” plan! • Best-in-class Health Savings Account (HSA) employer contribution • Affordable vision and dental plans for you and your family • Employer-provided life and disability coverage with additional supplemental options • Paid Parental Leave - Equal for all parents, 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! • Identity protection through Norton LifeLock • Remote-first culture with opportunities for in-person team events • Recurring monthly home office allowance • When we need a break, we keep it fun with happy hours, ping pong and foosball, drinks and snacks, and monthly massages! • Remote and in-person team activities (think cheese tastings, chess tournaments, talent shows, murder mysteries, and more!) • Company holidays • Annual professional development and learning benefit • Pick your own Apple MacBook Pro • Retirement plan with competitive 401(k) match • Wellness Program including Employee Assistance Program, 24/7 Telemedicine