Technical Support Engineer

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. This role includes regular time in our Atlanta office alongside the team.

Responsibilities

Investigate and resolve issues by reading code, logs, and stack traces, reproducing problems, diagnosing root causes, and submitting fixes or partnering with Engineering on confirmed bugs; Support existing deployments by troubleshooting documented connectors and MCP connections, rotating tokens, resolving authentication issues, and handling routine repository, user, and permission changes through the console; Troubleshoot with customers by leading screen shares, explaining findings, keeping customers informed, and documenting each call with findings, actions, and next steps; Own the support workflow, including intake, routing, prioritization, follow-through, and tracking patterns where customers struggle; Escalate with context to Technical Success or Engineering, providing reproduction steps, evidence, and customer impact; Build knowledge and automation by turning fixes into reusable guidance, improving self-service resources, and automating repetitive tasks; Close the loop with Product by turning recurring issues into prioritized product feedback backed by ticket data and customer impact

Requirements

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

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