Director of Services and Support

Summary

Join Tray.ai as their Director of Services & Support, leading Support and Solutions Architecture functions to ensure exceptional customer experience. Align Support and Solutions Architecture teams under a cohesive post-sales strategy, mentor a team of Solutions Architects, and serve as the escalation point for complex solution challenges. Build and standardize playbooks for technical onboarding, implementation, and customer escalation management. Guide customers through architectural decisions and build strong relationships with cross-functional teams. Own key post-sales metrics and partner with Revenue leadership to improve resource allocation. Stay informed about industry trends and guide architecture decisions.

Requirements

• 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

Responsibilities

• 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

Preferred Qualifications

• Experience with Tray.ai or similar iPaaS or automation platforms
• Certifications in relevant cloud technologies (e.g., AWS, GCP, Azure)

Benefits

• The on target total compensation for this role is $230,000-$290,000 annually
• Our salary range is based on paying competitively for our size, industry, and location of the role, and are one part of many other compensation, benefit and reward opportunities we provide, including stock options