[Hiring] Technical Support Engineer @Tray.ai

Role Description

As a Technical Support Engineer at Tray.ai, you're the person customers turn to when something isn't working, or when they're trying to build something they haven't built before. You'll troubleshoot issues across our orchestration and AI platform, from connectors and authentication to AI agents, MCP, and Helix-deployed apps, and get customers back to building.

This isn't a script-following, ticket-closing role. We need someone who digs into logs, reproduces problems, finds the root cause, and explains it clearly, whether to a customer on a live call or to an engineer in a bug ticket. As our platform evolves, that increasingly means understanding how customers build with AI and helping them do it well.

What You'll Do

• Solve customer problems by working a queue of technical tickets in Zendesk across a range of severities, responding within SLA.
• Jump on live Zoom calls to speed up investigations.
• Analyze logs, API requests, and HAR files to identify errors and their root cause, and guide customers to a fix or workaround.
• Bridge support and engineering by triaging bug and task tickets raised by internal teams.
• Reproduce and validate reported issues, propose workarounds, and route them to the right engineering team with the evidence they need.
• Respond to internal questions and issues in Slack.
• Help keep the platform running by taking part in incident response and keeping the status page updated.
• Support scheduled platform maintenance alongside engineering, and join the weekend on-call rotation.
• Build and share knowledge by staying current on the Tray platform, including AI agents, MCP, and Helix.
• Write knowledge base articles for common issues so customers can help themselves.
• Make support better by passing customer needs and product feedback to Product and Engineering, and contributing to team projects and process improvements.

What We're Looking For

• Pragmatic troubleshooter who works methodically to find the root cause and knows when to stop.
• Clear communicator who explains technical problems in plain language and keeps customers informed.
• AI-curious individual who uses AI tools and wants to understand how agents, LLMs, and MCP work in practice.
• Ownership in following issues through to resolution and flagging problems early.

Supporting Strengths

• Working knowledge of APIs (HTTP, REST, GraphQL), JSON, and authentication concepts (OAuth, SAML), and comfortable debugging API calls and network traffic.
• Familiarity with cloud platforms (AWS, Azure, or GCP), databases, and data integration concepts.
• Calm under pressure, able to juggle multiple issues of varying severity in a fast-paced environment.

Experience

• A typical fit has 2+ years in a customer-facing technical role such as technical support, support engineering, or implementation.
• Degree in Computer Science or Engineering, or equivalent practical experience.
• Experience with iPaaS, integration, or automation platforms is a strong plus.
• Background in software development or cloud certifications is advantageous.

Salary

If hired on the US West Coast, the total compensation for this role is $90,000–$110,000 annually. Our salary range is based on paying competitively for our size, industry, and the location of the role, and is one part of a wider package of compensation, benefits, and rewards we provide, including stock options. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skill set, and internal equity relative to peers at the company.

Location

Tray.ai is a remote-first organization. This role is remote and open to candidates based on the US West Coast. It will support US customers, with working hours aligned to US Pacific time.

Company Description

Our team is humble but fiercely ambitious people, who take immense pride in what they do. We work in a culture built on friendship, transparency, and above all, looking out for one another. The heart of Tray.ai is made of generosity and trust. It is a community built on individual interactions between people who think differently; who are always available to help, to answer questions, and to empower. You'll have endless opportunities to learn and grow in a fun, fast-paced, and open environment. We love to achieve things that haven’t been done before.

We believe in diversity and equal opportunity. We believe that in building diversity we build strength. We encourage all to apply, and we do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status.