Technical Support Engineer
New
T
Tray.aiIPaaS and automation
Remote US; this role is remote and open to candidates based on the US West Coast., Working hours aligned to US Pacific time.Full-TimeJunior
SalaryIf hired on the US West Coast, the total compensation for this role is $90,000–$110,000 annually.
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Job Details
- Experience
- 2+ years in a customer-facing technical role such as technical support, support engineering, or implementation.
- Required Skills
- GraphQLOAuthRESTful APIsJSONZendesk
Requirements
- Have 2+ years of experience in a customer-facing technical role such as technical support, support engineering, or implementation.
- Hold a degree in Computer Science or Engineering, or have equivalent practical experience.
- Have working knowledge of APIs, including HTTP, REST, and GraphQL.
- Understand JSON and authentication concepts such as OAuth and SAML.
- Be comfortable debugging API calls and network traffic.
- Have familiarity with cloud platforms such as AWS, Azure, or GCP, databases, and data integration concepts.
- Be able to investigate issues methodically, identify root causes, and determine when to use a workaround or escalate.
- Be able to explain technical problems clearly and keep customers informed.
- Be willing to participate in incident response, scheduled maintenance, and a weekend on-call rotation.
- Experience with iPaaS, integration, or automation platforms is a plus; software development experience or cloud certifications are also a plus.
Responsibilities
- 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.
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