Remote Tech Support Engineer, AI & Automation Platform

Tray.ai; United States; Remote; USD 90,000 - 110,000; Full time

Benefits offered by this job

Stock options

Remote-first culture

Job summary

Tray.ai is seeking a Technical Support Engineer to troubleshoot complex issues across our data and AI orchestration platform. You will handle tickets, reproduce problems, and explain root causes clearly to customers and engineers.

You’ll work with APIs, authentication flows, and AI agents, staying curious as the platform evolves. This remote-first role supports US customers, with hours aligned to US Pacific time.

Qualifications

• 2+ years in a customer-facing technical role such as technical support, support engineering, or implementation.
• Experience with iPaaS, integration, or automation platforms is a plus.
• Background in software development or cloud certifications is a plus.

Responsibilities

• Solve customer problems by handling a queue of technical tickets in Zendesk, analyzing logs and API requests to identify root causes and guide customers to a fix.
• Bridge support and engineering by reproducing issues, proposing workarounds, and routing to the right team with evidence.
• Maintain platform reliability through incident response, status-page updates, and weekend on-call rotations.
• Build and share knowledge through KB articles about common issues for self-help.
• Contribute to product feedback and process improvements with cross-functional teams.

Skills

Troubleshooting

API knowledge

Communication

Ownership

AI-curious

Cloud platforms

Education

Bachelor's in CS or Engineering

Tools

Zendesk

HAR analysis

Job description

Tray.ai is seeking a Technical Support Engineer to troubleshoot complex issues across our data and AI orchestration platform. You will handle tickets, reproduce problems, and explain root causes clearly to customers and engineers.

You’ll work with APIs, authentication flows, and AI agents, staying curious as the platform evolves. This remote-first role supports US customers, with hours aligned to US Pacific time.