Director, Platform Engineering

About the role

ABOUT 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

ABOUT THE ROLE

You’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.