Technical Support Engineer

About Tray.ai Tray.ai is the enterprise orchestration platform for data and AI. We unify AI agent building (Merlin Agent Builder), MCP governance (Agent Gateway), integration across 700+ apps, and automation on a single platform, so enterprises can stop wrangling AI and start orchestrating it. Our platform also includes Helix, the governed runtime for AI-built apps. Business teams build real, working apps fast with AI coding assistants like Claude Code, Cursor, and Codex. Helix takes them from prototype to production with a single command, running on Tray's managed runtime with enterprise SSO, managed authentication (no hardcoded secrets), a live registry of every app and its owner, and per-app cost and usage visibility. It's how teams build with AI at speed without IT losing control. Companies like Cisco, Airbnb, FedEx, CrowdStrike, and Capital One trust Tray.ai to power their most critical processes. We've been named a Gartner Visionary for iPaaS three years running, a Pioneer in the 2026 Gartner Emerging Market Magic Quadrant for No-Code Agent Builders, and included in the Gartner 2026 Hype Cycle for Agentic AI. The Role 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. We're looking for someone a few years into a customer-facing technical career who's ready to take on harder problems. You've worked tickets under SLA, you're comfortable with APIs and authentication flows, and you're curious enough to keep learning as the platform moves fast. You'll have an experienced team behind you as you grow into the full scope of the role. What You'll Do

• Solve customer problems. Work 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. Triage 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. Take part in incident response and keep the status page updated, progressing to Incident Commander once ramped up. Support scheduled platform maintenance alongside engineering, and join the weekend on-call rotation.

• Build and share knowledge. Stay 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. Pass customer needs and product feedback to Product and Engineering, and contribute to team projects and process improvements.

What We're Looking For

• Pragmatic troubleshooter. You work methodically to find the root cause, but you know when to stop. You can tell when a ticket needs a workaround now and a deeper fix later, when to escalate, and how to keep a queue moving within SLA.

• Clear communicator. You explain technical problems in plain language, adjust to who you're talking to, and keep customers informed without being chased.

• AI-curious. You use AI tools yourself and want to understand how agents, LLMs, and MCP work in practice, because our customers are building with them.

• Ownership. You follow issues through to resolution, keep your commitments, and flag 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. You'll have a degree in Computer Science or Engineering, or equivalent practical experience.

• Experience with iPaaS, integration, or automation platforms is a strong plus, as is a background in software development or cloud certifications.

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. The range above is a good-faith estimate based on the expectations laid out in this job description. However, we are often open to a wide variety of profiles and recognize that the person we hire may be more or less experienced than this job description suggests. For this reason, the actual salary may vary from the estimate provided above. 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. Your team will fully support you to do your best work. 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. Privacy Policy To review Tray.ai's Privacy Policy, please visit https://tray.io/privacy