Senior Technical Support Engineer, Tray.io

• If you're passionate about evangelizing technology and sharing your passion for automation, there’s a place for you at Tray.ai. Whether you're formally trained in computer science or an industry changer who went through a coding Bootcamp, you’ll join a diverse and talented group of people
• Minimum 4+ years of experience working with customers in a customer-facing technical role
• Bachelor’s degree in Computer Science or Engineering (or equivalent technical knowledge and skills)
• Ability to approach problems analytically and solve them quickly using critical thinking
• A bias for action with inherent curiosity to learn and research solutions
• Have a growth mindset to continually learn and improve your skills
• Passionate about AI, agentic AI, LLMs, and automation
• Excellent oral and written communication skills
• Experienced and adaptable to working in a fast-paced environment
• Solid understanding of foundational internet and cloud technologies (e.g., AWS, Azure, GCP, etc.)
• Practiced in building software using APIs, including an understanding of HTTP, REST, GraphQL, or gRPC
• Strong familiarity with Authentication concepts and techniques (e.g., SAML, OAuth, etc.)
• Experience working with Database technologies and data integration principles
• Knowledge and proficiency in JavaScript and CSS
• Experienced in troubleshooting technical issues using tools and utilities such as Postman, Chrome Dev tools, HAR files, etc

Desirable

• As a Senior Technical Support Engineer at Tray.ai, you will have a deep passion for solving customer problems on Tray Universal Automation Cloud. This could be to help make teams more efficient, send smarter marketing campaigns, or to improve top-level business analytics
• Help customers build on Tray.ai through answering their toughest technical questions
• Provide technical support to customers using email, chat and Zoom
• Handle multiple concurrent issues with varying severity making sure that they are responded within the established SLAs
• Focus on accelerating investigations and minimizing support ticket resolution times via live Zoom calls
• Act as Incident Commander during service incidents and maintain updates on the Status page
• Schedule platform maintenance on the status page and be available for engineering during maintenance
• Monitor and respond to all internal questions and issues reported in the Slack channels
• Triage bug and task tickets submitted by internal team members, validate and replicate reported bugs to identify root causes and propose workarounds, and route validated bugs and tasks to the appropriate engineering teams for resolution
• Collaborate internally and improve team processes that can lead to greater efficiency or a better customer experience
• Troubleshoot logs to identify error/exceptions and their root cause
• Keep updated on the latest features on the Tray platform
• Create support knowledge base articles for commonly faced issues
• Help customers realize the value of Tray.ai with exceptional technical support
• Communicate customer needs and provide product feedback to product management and engineering
• Participate in a weekend on-call rotation
• Contribute to various support projects and initiatives