Technical Support Engineer (Fully Remote)

Tray.ai; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Tray.ai, an enterprise orchestration platform for data and AI, is seeking a customer-facing technical support professional in the United States. You will handle the Zendesk queue, join Zoom calls, and analyze logs to resolve complex issues, while bridging gaps between support and engineering with clear evidence.

You will also contribute to knowledge sharing through incident responses and knowledge base updates.

Qualifications

• 2+ years in customer-facing technical support.
• Familiarity with APIs, JSON, authentication, and cloud platforms.
• Able to communicate clearly under pressure and curious about AI.

Responsibilities

• Solve customer problems by working a Zendesk queue, jumping on Zoom calls, and analyzing logs.
• Bridge support and engineering by triaging tickets, reproducing issues, and routing them with evidence.
• Build and share knowledge through incident response, status updates, and knowledge base articles.

Skills

APIs

JSON

Authentication

Cloud platforms

Customer support

Tools

Zendesk

Zoom

Job description

• You're the person customers turn to when something isn't working or when they're building something new.
• You'll troubleshoot across connectors, authentication, AI agents, and Helix-deployed apps.

What You'll Do:

• Solve customer problems by working a Zendesk queue, jumping on Zoom calls, and analyzing logs.
• Bridge support and engineering by triaging tickets, reproducing issues, and routing them with evidence.
• Build and share knowledge through incident response, status updates, and knowledge base articles.

Who You Are:

• A pragmatic troubleshooter with 2+ years in customer-facing technical support.
• Comfortable with APIs, JSON, authentication, and cloud platforms.
• AI-curious, calm under pressure, and clear in your communication.

Tray.ai

Tray.ai is an enterprise orchestration platform for data and AI, unifying AI agent building, MCP governance, integration across 700+ apps, and automation. Trusted by companies like Cisco and Airbnb, the team is humble but fiercely ambitious, with a culture of friendship, transparency, and looking out for one another.