Director of Services and Support

Position Overview

• Location Type: Remote (Bay Area preferred)
• Job Type: Full-time
• Salary: Not Specified

We are seeking a seasoned, strategic, and execution-focused Director of Services & Support to lead our Support and Solutions Architecture functions. This critical role is responsible for ensuring customers have an exceptional post-sale experience, from onboarding and implementation to ongoing support. The ideal candidate will be a strong cross-functional leader adept at scaling customer-facing technical teams, driving operational rigor, and delivering measurable outcomes. This role requires someone who can bring structure, process, and clarity to a growing team, while also being hands-on to lead through change.

Responsibilities

• Align Support and Solutions Architecture teams under a cohesive post-sales strategy.
• Lead and mentor a team of Solutions Architects, ensuring high-quality delivery of Tray.ai solutions.
• 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 (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.
• Foster a culture of innovation, continuous improvement, and customer-centricity.
• Own key post-sales metrics (time-to-value, implementation success, resolution time, NPS/CSAT).
• Partner with Revenue leadership on resource allocation and account coverage strategies.
• Stay informed about industry trends, AI/ML, integration patterns, and platform advancements.

Requirements

• 7+ years of experience in solutions architecture, professional services, or related technical leadership roles.
• Proven leadership experience in Solutions Architecture, preferably in iPaaS or a high-growth tech environment.
• Experience managing technical individual contributors, including engineers and solutions architects.
• Strong operational background with experience 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).
• Familiarity with AI, ML, or agentic workflow concepts and their applications in business automation.
• Deep understanding of effective onboarding and support for mid-market and enterprise clients.
• Ability to engage with both business and technical stakeholders.
• 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).

Company Information

We are at a pivotal moment, evolving our customer-facing functions to be more integrated, efficient, and scalable. This role is key to shaping the future of our customer experience and will significantly impact our growth and our customers' success. We believe in diversity and equal opportunity, recognizing that building diversity builds strength. We encourage all to apply.