Senior Technical Support Engineer

Tray.ai is the creator of Merlin Agent Builder — the fastest way to build and deploy high-value AI agents without constraints. Built on our composable AI integration platform, it combines connectivity, data integration, governance, and scalability so enterprises can run AI agents across their entire stack.

We’re solving one of the biggest challenges in the AI era: how to move beyond isolated AI features to orchestrated AI that works everywhere it’s needed. Our customers use the Tray platform to integrate and automate their most critical processes, deploy production-ready agents in weeks instead of months, and keep governance and security under control at scale.

At Tray.ai, you’ll work on technology that’s defining how enterprises adopt AI. We’re a team that values curiosity, clear thinking, and getting things done. You’ll have the opportunity to tackle complex problems, collaborate with smart, driven people, and see the real-world impact of your work.

Your Mission

​​Every new user we add to our family of citizen automators deserves the best support around. We’re not interested in just fixing things for customers; we want to educate and enable them to build on Tray.ai with every interaction.

If you’re passionate about evangelizing technology and sharing your passion for automation, there’s a place for you at Tray.ai. Whether you’re formally trained in computer science or an industry changer who went through a coding Bootcamp, you’ll join a diverse and talented group of people.

As a Senior Technical Support Engineer at Tray.ai, you will have a deep passion for solving customer problems on Tray Universal Automation Cloud. This could be to help make teams more efficient, send smarter marketing campaigns, or to improve top-level business analytics.

What you will do

• Help customers build on Tray.ai through answering their toughest technical questions
• Provide technical support to customers using email, chat and Zoom
• Handle multiple concurrent issues with varying severity making sure that they are responded within the established SLAs

• Focus on accelerating investigations and minimizing support ticket resolution times via live Zoom calls

• Act as Incident Commander during service incidents and maintain updates on the Status page
• Schedule platform maintenance on the status page and be available for engineering during maintenance
• Monitor and respond to all internal questions and issues reported in the Slack channels
• Triage bug and task tickets submitted by internal team members, validate and replicate reported bugs to identify root causes and propose workarounds, and route validated bugs and tasks to the appropriate engineering teams for resolution
• Collaborate internally and improve team processes that can lead to greater efficiency or a better customer experience
• Troubleshoot logs to identify error/exceptions and their root cause
• Keep updated on the latest features on the Tray platform
• Create support knowledge base articles for commonly faced issues
• Help customers realize the value of Tray.ai with exceptional technical support
• Communicate customer needs and provide product feedback to product management and engineering
• Participate in a weekend on-call rotation.
• Contribute to various support projects and initiatives.
• Working hours will align with US Pacific time.

About You

• Minimum 4+ years of experience working with customers in a customer-facing technical role
• Bachelor’s degree in Computer Science or Engineering (or equivalent technical knowledge and skills)
• Ability to approach problems analytically and solve them quickly using critical thinking
• A bias for action with inherent curiosity to learn and research solutions
• Have a growth mindset to continually learn and improve your skills
• Passionate about AI, agentic AI, LLMs, and automation
• Excellent oral and written communication skills
• Experienced and adaptable to working in a fast-paced environment

Technical Skills

• Solid understanding of foundational internet and cloud technologies (e.g., AWS, Azure, GCP, etc.)
• Practiced in building software using APIs, including an understanding of HTTP, REST, GraphQL, or gRPC
• Strong familiarity with Authentication concepts and techniques (e.g., SAML, OAuth, etc.)
• Experience working with Database technologies and data integration principles
• Knowledge and proficiency in JavaScript and CSS
• Experienced in troubleshooting technical issues using tools and utilities such as Postman, Chrome Dev tools, HAR files, etc.

Preferred Qualifications

• Experience with Tray.ai or similar iPaaS or automation platforms
• Certifications in relevant cloud technologies (e.g., AWS, Azure, GCP)
• Prior experience as a developer/software engineer