Director of Services and Support, Tray.io

• The ideal candidate will be a strong cross-functional leader who understands how to scale customer-facing technical teams, drive operational rigor, and deliver measurable outcomes
• They will bring structure, process, and clarity to a team in motion, while also rolling up their sleeves to lead through change and growth
• 7+ years of experience in solutions architecture, professional services, or related technical leadership roles
• Proven leadership experience in Solutions Architecture, in iPaaS or a high-growth tech environment
• Experience managing technical ICs, including engineers and solutions architects
• Strong operational background — comfortable building systems, processes, and structure in a scaling environment
• Strong background in enterprise integration, automation platforms, and low-code/no-code technologies
• Deep knowledge of APIs, webhooks, data transformation, and event-driven architectures
• Proven experience designing and supporting complex deployment architectures, including hybrid cloud/on-premise environment
• Familiarity with AI, ML, or agentic workflow concepts and their applications in business automation
• Deep understanding of what great onboarding and support looks like for mid-market and enterprise clients
• Ability to engage with both business and technical stakeholders to define solution approaches
• Excellent problem-solving, organizational, and communication skills
• Familiarity with SDLC, security, compliance, and governance requirements in enterprise environments
• Bachelor’s degree in Computer Science, Engineering, or a related field; equivalent experience considered

Desirable

• We are looking for a seasoned, strategic, and execution-focused Director of Services & Support to lead our Support and Solutions Architecture functions
• This is a critical role responsible for ensuring customers have an exceptional experience after the sale — from onboarding to implementation to ongoing support
• Align our Support and Solutions Architecture teams under one cohesive post-sales strategy
• Lead and mentor a team of Solutions Architects, ensuring high-quality delivery of Tray.ai solutions across customer engagements
• Serve as the escalation point for complex solution challenges and provide hands-on architectural guidance
• Build and standardize playbooks for:
• Technical onboarding and implementation
• Customer escalation management
• Solutions Architecture support across pre- and post-sales
• Guide customers through architectural decisions involving cloud-native, on-premise, and hybrid deployment models
• Build strong, collaborative relationships with Engineering, Product, Sales, and Customer Success to deliver a seamless customer experience
• Foster a culture of innovation, continuous improvement, and customer-centricity within the post-sales organization
• Own key post-sales metrics including time-to-value, implementation success, resolution time, and NPS/CSAT
• Partner with Revenue leadership to improve resource allocation and account coverage strategies
• Stay informed about industry trends, AI/ML, integration patterns, and Tray.ai platform advancements to guide architecture decisions and solution direction
• We’re at a pivotal moment as we evolve our customer-facing functions to be more integrated, efficient, and scalable
• This role will serve as a key partner to the CRO and leadership team in shaping the future of our customer experience
• You’ll have the opportunity to make a significant impact on our growth and our customers' success