About the roleYou'll lead Production Engineering at PlayerZero, bringing together frontend engineering, platform infrastructure, and support engineering to deliver a reliable product experience.
You'll manage engineers across frontend and platform while building and running the support engineering function. A central priority will be establishing a clear path from issue intake through investigation, escalation, and resolution-helping customers get answers quickly while protecting engineering focus.
This role combines people leadership, technical judgment, and operational ownership. You'll partner closely with AI Engineering and Product to improve how we build, operate, and troubleshoot the platform, turning production issues into lasting product and system improvements.
What you will do- Own the production experience. Drive quality, reliability, and performance across user-facing systems and underlying infrastructure, from feature delivery through ongoing operation and issue resolution.
- Lead frontend and platform engineering. Set priorities, guide technical decisions, and partner with AI Engineering and Product on delivery, scalability, and system design.
- Build and run support engineering. Establish the team, tools, and workflows for receiving, investigating, and resolving production issues.
- Create clear escalation paths. Make support engineering the front door for production issues, ensuring escalations reach the right engineering team with the context, reproduction steps, and priority needed to act.
- Improve production operations. Define incident and issue-management practices, track response and resolution performance, and remove recurring sources of delay and unnecessary interruption.
- Turn issues into improvements. Identify patterns across incidents and support requests, and work with engineering teams to address root causes through product changes, automation, and better tooling.
- Hire and develop the team. Manage engineers across frontend, platform, and support, setting clear expectations for ownership, quality, and execution while providing coaching and feedback.
What you bring- Substantial software engineering experience, including work on production-facing applications, platforms, or infrastructure.
- Experience managing and developing engineering teams, with responsibility for technical delivery and operational outcomes.
- Strong systems and debugging judgment, with the ability to engage directly in complex production issues and guide root-cause investigation.
- Experience improving production reliability and establishing effective incident response and issue-resolution practices.
- The ability to build workflows and processes that clarify ownership, reduce interruptions, and help teams resolve problems efficiently.
- Technical breadth across frontend applications, backend services, and infrastructure, with an understanding of how failures affect the customer experience.
- Clear communication, practical prioritization, and the ability to align teams around decisions in an evolving environment.
- Strong ownership and follow-through, balancing immediate customer needs with longer-term engineering improvements.
- Experience in support engineering, SRE, or production engineering is particularly valuable, as is experience with AI-powered or data-intensive products and early-stage or high-growth companies.
What success looks likeCustomers and internal teams have a clear, consistent path for getting production issues resolved. Support engineering handles investigation and triage effectively, and owning engineering teams receive actionable escalations. Response and resolution times improve, recurring problems decrease, and frontend and platform teams maintain focus on delivering a reliable product.
