QA Analyst & Customer Support · Apr 2023 – Jun 2026
My work at TRACE
TRACE makes an AI-powered camera that films youth sports games on its own and turns them into highlights, reels and stats for players and parents. For 3+ years I made sure those cameras worked, from the test bench before shipping to a parent's phone after the game.
A camera's journey, and where I came in
I worked on both ends of the product: making sure good cameras shipped, and helping families when something went wrong after.
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Test
Ran Python test scripts on batches of 20+ cameras and logged each unit's score in Google Sheets.
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Diagnose
Troubleshot units showing a red status: module not detected, board or battery issues.
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Ship
Gave every unit a clear pass/fail. Only passing cameras went out; failures went to repair with notes.
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Support
Helped customers over live chat and email with setup, connection, recording and upload problems.
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Escalate & improve
Reproduced bugs on real hardware, wrote clear reports for engineering and flagged recurring issues.
See the product
What TRACE does
The camera sits on the sideline, follows the action with AI, and picks out each player's moments. Families get highlights, reels and stats in the TRACE app, often while the game is still going.
Lots can go wrong between the field and someone's phone: the hardware, the battery, Wi-Fi, uploads and the app. That's the chain I supported.
Official TRACE video, embedded from TRACE's YouTube channel.
Problems I solved every week
How I approached the most common issues, from first message to fix.
What customers saw: the camera wasn't showing up in the app or kept dropping off.
How I worked it: checked the setup steps, Wi-Fi and network connection, and the camera's status, then walked them through reconnecting step by step.
What customers saw: a game that wouldn't finish uploading, or footage that was missing.
How I worked it: narrowed down whether it was the connection, the device or the app, guided the fix, and escalated with details when it was a real bug.
What I saw: a unit failing the Python test script during pre-shipment testing.
How I worked it: troubleshot it to the cause (camera module not detected, board or battery), documented it and handed it to repair.
What customers saw: odd behavior that was hard to describe.
How I worked it: reproduced it myself on real hardware, remoting into cameras with Tailscale, then wrote a clear, reproducible report for engineering and verified the fix.
My role, in slides
Where most conversations started
Setting up the camera
A lot of my support chats started right here: getting the camera set up, connected and recording. Knowing every step let me spot exactly where someone was stuck.
What I took away
- Explain technical fixes so anyone can follow them
- Find the root cause instead of guessing
- Write bug reports engineers can act on fast
- Turn repeat questions into docs and macros
Want to talk?
I'm looking for technical support, onboarding, customer success and QA roles: remote, or hybrid/on-site in Orange County and LA.