Technical Support Engineer

WHAT IS PLAYERZERO? Building great software takes more than writing code. It takes teams working together and too often, the information they need is scattered across tools, conversations, and systems. PlayerZero is an AI platform that connects work across enterprise Support, Engineering, Product, QA, and SRE teams, helping them resolve issues faster, improve software quality, and plan what to build next. At its core is our Engineering World Model: a living understanding of a company’s software, how it runs, and the people and decisions behind it. By connecting codebases, tickets, production telemetry, and the conversations that shape the work, our model links what software is intended to do with how it actually behaves in production. and learns from where the two diverge. Our agents (we call them Players:) use that context to take on work across the software lifecycle. They learn from each outcome, earning trust and taking on more responsibility over time. We’re building a future where AI plays an active role in how teams plan, build, and run software. We’re looking for people across disciplines to help shape it. ABOUT THE ROLE You’ll join a two-person support engineering team serving PlayerZero customers from initial deployment through daily use. You’ll read code, diagnose integrations, reproduce problems, and submit fixes, using PlayerZero itself to investigate issues and improve the support experience. You’ll own support requests through resolution, navigate the PlayerZero console, and handle routine configuration and integration changes within existing deployments. Engineering will partner with you on issues requiring custom development, new deployments, or direct work inside customer-hosted environments. Beyond resolving individual tickets, you’ll turn recurring problems into documentation, playbooks, and automation that help customers find answers and reduce avoidable support work. WHAT YOU WILL DO - Investigate and resolve issues. Read code, logs, and stack traces; reproduce problems; diagnose root causes; and submit fixes or partner with Engineering to resolve confirmed bugs. - Support existing deployments. Troubleshoot documented connectors and MCP connections, rotate tokens, resolve authentication issues, and handle routine repository, user, and permission changes through the console. - Troubleshoot with customers. Lead screen shares, explain findings clearly, and keep customers informed. Ensure each call is tied to a ticket and documented with findings, actions, and next steps. - Own the support workflow. Maintain clear intake, routing, prioritization, and follow-through, and track patterns that show where customers struggle. - Escalate with context. Engage Technical Success or Engineering for custom integrations, deployment architecture, new teams or use cases, and work inside customer-hosted environments. Provide reproduction steps, evidence, and customer impact. - Build knowledge and automation. Turn fixes into reusable guidance, improve self-service resources, and automate repetitive tasks. - Close the loop with Product. Spot recurring issues and patterns across customers, and turn them into clear, prioritized product feedback, backed by ticket data and customer impact. Build lasting feedback loops so what we learn in the field shapes how we build, then track the result through to a shipped change. WHAT YOU BRING - 2–5 years in technical support, API support, developer success, or a similar customer-facing technical role. - Experience supporting a product whose users are software engineers. - The ability to read unfamiliar code, interpret logs and stack traces, and reproduce issues without relying on an existing playbook. - Comfort troubleshooting APIs, authentication, integrations, and cloud environments; AWS experience is preferred. - The ability to make targeted code changes, using AI-assisted tools where helpful, and work with Engineering to validate fixes. - Clear writing and a calm, practical approach to live troubleshooting with frustrated customers. - Sound judgment about the difference between a routine fix and a problem requiring deeper engineering involvement. - Evidence of technical curiosity and initiative, whether through work, self-directed learning, certifications, side projects, or contributions to tools and documentation. - Nontraditional backgrounds are welcome. A computer science degree is not required; demonstrated technical capability, ownership, and customer judgment matter more than a particular career path. NICE TO HAVE - Experience with MCP servers, Terraform, or CDK. - Exposure to SRE, QA, or incident-response workflows. - Experience supporting security-conscious customers, including those with SOC 2, HIPAA, or federal requirements. HOW WE WORK We value initiative, accountability, and clear communication. You’ll take ownership of outcomes, share context early, assume good intent, and work with teammates to resolve mistakes. This role includes regular time in our Atlanta office alongside the team. WHAT SUCCESS LOOKS LIKE Customers receive clear answers and consistent follow-through. Issues are reproduced and resolved effectively, escalations arrive with useful context, and recurring problems lead to product improvements, documentation, or automation. Support becomes more effective as PlayerZero grows. WHY PLAYERZERO PlayerZero is an early leader in AI-powered production engineering, defining how enterprises use AI to understand, improve, and operate their software. We’re a small team with meaningful problems to solve and room for each person to make their mark. Whether you’re building the technology, working with customers, or growing the business, you’ll help shape the product, the company, and what customers expect from this emerging category. If you’re excited by work where the answers aren’t all written yet, and want a hand in writing them, you’ll fit right in.