Director of Services and Support

About the Role

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.

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.

What You Will Do

• 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

What You Bring

• 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

Preferred Qualifications

• Experience with Tray.ai or similar iPaaS or automation platforms
• Certifications in relevant cloud technologies (e.g., AWS, GCP, Azure)
• Although we are a remote organization, we are prioritizing applications of candidates based in the Bay Area

Why This Role Matters

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.

We believe in diversity and equal opportunity

We believe that, in building diversity, we build strength. We encourage all to apply, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. We will make sure that people with disabilities are provided reasonable accommodation to participate in the job application or interview process.

Salary

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.

Individual pay rate decisions are based on a number of factors including qualifications for the role, experience level, skill set, and balancing internal equity relative to peers at the company. The range above is a good faith estimate based on the expectations as laid out in the job description, however we are often open to a wide variety of profiles and recognize that the person we hire may be less or more experienced than this job description as posted. For this reason, the actual salary may vary from the estimate provided above.

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