Technical Support Engineer — AI Platform for Engineers

PlayerZero; Atlanta (GA); On-site; USD 70,000 - 110,000; Full time

Job summary

PlayerZero is seeking a hands-on Support Engineer to join a two-person team serving customers from initial deployment through daily use. You will read code, diagnose integrations, reproduce problems, and submit fixes, using PlayerZero itself to investigate issues and improve the support experience.

Based in Atlanta, you will own tickets through resolution, handle configuration changes, and collaborate with Engineering on custom deployments and escalations.

Qualifications

• 2–5 years in technical support or a similar customer-facing technical role.
• Experience supporting a product whose users are software engineers.
• Ability to read unfamiliar code, interpret logs and stack traces, and reproduce issues.
• Comfort troubleshooting APIs, authentication, integrations, and cloud environments; AWS experience is preferred.
• 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 escalation needs.
• Evidence of technical curiosity and initiative, through work, learning, or side projects.
• Nontraditional backgrounds welcome; CS degree not required.

Responsibilities

• Read code, logs, and stack traces; reproduce problems; diagnose root causes; partner with Engineering to resolve bugs.
• Troubleshoot documented connectors, MCP connections, rotate tokens, and handle repo/user/permission changes in the console.
• Lead screen shares with customers and document findings, actions, and next steps.
• Maintain intake, routing, prioritization, and follow-through; identify patterns where customers struggle.
• Escalate with context to Technical Success or Engineering for complex integrations.
• Turn fixes into reusable guidance and automate repetitive tasks.
• Provide product feedback with ticket data and customer impact to shape future work.

Skills

Code reading

API troubleshooting

Clear communication

Ownership

Technical curiosity

Nontraditional background welcome

Education

No degree required

Tools

AWS

Terraform

CDK

Job description

PlayerZero is seeking a hands-on Support Engineer to join a two-person team serving customers from initial deployment through daily use. You will read code, diagnose integrations, reproduce problems, and submit fixes, using PlayerZero itself to investigate issues and improve the support experience.

Based in Atlanta, you will own tickets through resolution, handle configuration changes, and collaborate with Engineering on custom deployments and escalations.