Technical Support Engineer
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Job Description
Technical Support Engineer troubleshooting Tray.ai’s enterprise AI orchestration platform. Investigating APIs, logs, authentication, AI agents, MCP, and Helix applications for US customers.
Responsibilities:
- Work a queue of technical tickets in Zendesk across various severities and respond within SLA
- Join live Zoom calls to investigate customer issues
- Analyze logs, API requests, and HAR files to identify errors and root causes
- Guide customers to fixes or workarounds
- Triage bug and task tickets raised by internal teams
- Reproduce and validate reported issues and propose workarounds
- Route issues to the appropriate engineering teams with supporting evidence
- Respond to internal questions and issues in Slack
- Participate in incident response and update the status page
- Progress to Incident Commander after ramp-up
- Support scheduled platform maintenance with engineering
- Join the weekend on-call rotation
- Stay current on Tray.ai’s orchestration and AI platform, including AI agents, MCP, and Helix
- Write knowledge base articles for common issues
- Share customer needs and product feedback with Product and Engineering
- Contribute to team projects and process improvements
Requirements:
- 2+ years of experience in a customer-facing technical role such as technical support, support engineering, or implementation
- Degree in Computer Science or Engineering, or equivalent practical experience
- Working knowledge of APIs including HTTP, REST, and GraphQL
- Knowledge of JSON and authentication concepts including OAuth and SAML
- Comfortable debugging API calls and network traffic
- Familiarity with cloud platforms such as AWS, Azure, or GCP
- Familiarity with databases and data integration concepts
- Ability to use AI tools and understand agents, LLMs, and MCP in practice
- Ability to work under pressure and juggle multiple issues of varying severity
- Experience with iPaaS, integration, or automation platforms is a strong plus
- Background in software development or cloud certifications is a plus
- Must be based on the US West Coast
- Working hours aligned to US Pacific time
- Willingness to join the weekend on-call rotation
Benefits:
- Stock options
- Endless opportunities to learn and grow
- Remote-first work arrangement
- Team support and collaborative culture
- Reasonable accommodation for people with disabilities during the application or interview process
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