Technical Support Engineer

PlayerZero • Atlanta, GA

17d • $110,000 - $130,000

About The Position

Join PlayerZero’s two-person support engineering team and support customers from initial deployment through daily use. You’ll investigate issues by reading code, logs, and stack traces; reproduce problems; diagnose integrations; submit fixes; and use 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 work inside customer-hosted environments.

You’ll also turn recurring problems into documentation, playbooks, and automation that help customers find answers and reduce avoidable support work. The role involves regular time in PlayerZero’s Atlanta office alongside the team. Success means providing clear answers and consistent follow-through, escalating with useful context, and turning recurring issues into product improvements, documentation, or automation as the company grows.

Requirements

• 2–5 years of experience in technical support, API support, developer success, 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 without relying on an existing playbook.
• Comfort troubleshooting APIs, authentication, integrations, and cloud environments.
• 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 when an issue is a routine fix versus when it requires deeper engineering involvement.
• Evidence of technical curiosity and initiative through work, self-directed learning, certifications, side projects, or contributions to tools and documentation.

Nice To Haves

• AWS experience.
• 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.

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 making routine repository, user, and permission changes through the console.
• Lead customer screen shares, explain findings clearly, keep customers informed, and document calls, findings, actions, and next steps in tickets.
• Maintain clear support intake, routing, prioritization, and follow-through, and track patterns that show where customers struggle.
• Escalate custom integrations, deployment architecture, new teams or use cases, and customer-hosted environment work to Technical Success or Engineering with reproduction steps, evidence, and customer impact.
• Turn fixes into reusable guidance, improve self-service resources, and automate repetitive tasks.
• Identify recurring issues across customers and provide prioritized product feedback supported by ticket data and customer impact; track feedback through to shipped changes.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed