- Work technical tickets in Zendesk across 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, then guide customers to fixes or workarounds.
- Reproduce and validate reported issues, propose workarounds, and route bug and task tickets to the appropriate engineering team with supporting evidence.
- Respond to internal questions and issues in Slack.
- Participate in incident response, update the status page, and progress to Incident Commander after ramping up.
- Support scheduled platform maintenance with engineering and join the weekend on-call rotation.
- Write knowledge base articles about common issues and stay current on the Tray platform, including AI agents, MCP, and Helix.
- Share customer needs and product feedback with Product and Engineering, and contribute to team projects and process improvements.
GraphQLOAuthRESTful APIs+2 more