Technical Support Engineer

Tray.ai•San Francisco, CA

1d•$90,000 - $110,000•Remote

About The Position

Tray.ai is hiring a Technical Support Engineer to help customers troubleshoot and build with its enterprise orchestration platform, which includes integrations, AI agents, MCP governance, and Helix-deployed apps. The role investigates issues across connectors, authentication, AI agents, MCP, and deployed applications, and helps customers return to building. This is an investigative, customer-facing role focused on analyzing logs and requests, reproducing problems, identifying root causes, and communicating findings clearly to customers and engineering teams. The engineer works within ticket SLAs, collaborates with an experienced support team, and continues learning as the platform evolves. The organization is remote-first. This position is remote and open to candidates based on the US West Coast, supporting US customers with working hours aligned to US Pacific time. Total annual compensation for hires on the US West Coast is $90,000–$110,000, with stock options included as part of the broader compensation and benefits package.

Requirements

At least 2 years of experience in a customer-facing technical role, such as technical support, support engineering, or implementation.
A degree in Computer Science or Engineering, or equivalent practical experience.
Working knowledge of APIs, including HTTP, REST, and GraphQL; JSON; and authentication concepts such as OAuth and SAML.
Comfort debugging API calls and network traffic.
Ability to troubleshoot methodically, identify root causes, determine when to use a workaround or escalate, and keep a ticket queue moving within SLA.
Clear communication skills, including explaining technical problems in plain language and keeping customers informed.
Ownership of issues through resolution, commitment-keeping, and early escalation of problems.
Calmness under pressure and ability to manage multiple issues of varying severity in a fast-paced environment.
Curiosity about AI tools and how agents, LLMs, and MCP work in practice.

Nice To Haves

Familiarity with cloud platforms such as AWS, Azure, or GCP, databases, and data integration concepts.
Experience with iPaaS, integration, or automation platforms.
Background in software development.
Cloud certifications.

Responsibilities

Manage technical support tickets in Zendesk across varying severities and respond within SLA.
Join live Zoom calls to accelerate investigations and help customers resolve issues.
Analyze logs, API requests, and HAR files to identify errors and root causes, then guide customers to fixes or workarounds.
Triage bug and task tickets raised by internal teams; reproduce and validate issues, propose workarounds, and route issues to the appropriate engineering team with supporting evidence.
Respond to internal questions and issues in Slack.
Participate in incident response, maintain the status page, and progress toward serving as Incident Commander after ramping up.
Support scheduled platform maintenance alongside Engineering and participate in the weekend on-call rotation.
Stay current on the Tray platform, including AI agents, MCP, and Helix.
Write knowledge base articles covering common issues.
Share customer needs and product feedback with Product and Engineering, and contribute to team projects and process improvements.