At Ada our mission is to make customer service extraordinary for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered customer service automation platform that makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages - with the least amount of effort.
Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Wealthsimple, Canva, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx
We're looking for an experienced cloud engineer to join our development operations (DevOps) team. The DevOps team is responsible for building and maintaining the foundational infrastructure and tools that power Ada. They also focus on improving developer velocity, ensuring operational excellence, and fostering a scalable & healthy engineering organization.
About You
- 3+ years of experience in DevOps, Site Reliability Engineering (SRE), or platform teams.
- Strong motivation and experience in using automation to reduce operational toil for both the DevOps and product engineering teams.
- Hands-on experience managing and scaling data infrastructure.
- Hands-on experience with containers and distributed computing platforms like Kubernetes.
- Experience creating and supporting cloud-based systems at scale, with a strong emphasis on Infrastructure as Code (IaC).
- Strong understanding of a server-side programming language (proficient in one or more of the following languages/tools: Python, and/or bash scripting).
- Experience handling on-call responsibilities for production services.
- Experience managing critical production infrastructure, ensuring reliability and uptime, with a customer-first approach to operational safety.
- Good understanding of DevOps concepts and best practices.
Nice to Have
- Experience with MongoDB and horizontally scaling data stores (i.e. sharding).
- Familiarity with managing and scaling environments with 100s/1000s of nodes.
- Familiarity with ArgoCD and GitOps principles.
- Familiarity with support tooling (PagerDuty, Datadog, Loft, Doppler).
Responsibilities
- Create and support scalable and highly reliable software systems to support our growth.
- Collaborate with product and engineering teams to incorporate reliability into product and feature requirements.
- Continuous analysis of the existing infrastructure from the reliability perspective, centered around removing performance bottlenecks, optimizing the infrastructure, the toolkit, and the workflows involved in running it.
- Support various developer tools and processes (deployments, infrastructure management, among others).
- Work with engineering teams to troubleshoot core infrastructure issues and support teams as a consulted entity for service specific infrastructure needs.
- Implement DevOps solutions across cloud infrastructure, infrastructure as code, deployments, and platform abstractions.
- Participate in an on-call rotation for the services the team owns, triaging and addressing production issues.
Outcomes
- Contribute to delivering cross-cutting technical solutions that increase efficiency and reduce operational toil within the company.
- Participate in our sprint activities including: planning, demos, and retrospectives.
- Help the DevOps team deliver on our roadmap by owning and executing projects and tasks.
- Enhance the internal developer experience by abstracting non-essential activities from the software development lifecycle.
Benefits
- Competitive salary and generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
Perks
- Flexible work schedule
- Remote-first, In-person friendly work environment with WFH budget
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
The expected salary range for this position is $109,054 - $136,641. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
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About Us
Ada is a rapidly growing company in a thriving AI ecosystem. We optimize our communication, collaboration, and work ethic for the digital world instead of in-person. We are building the workplace of the future to build the customer experience of the future. With flexible working hours, together we'll determine a schedule that fits your style and the requirements of your role. We are backed by world-class investors, including Spark, Accel, FirstMark, Bessemer Venture Partners, and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company.
We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities, even if you don’t meet every qualification we listed, because members of marginalized communities are less likely to apply if they don’t meet every qualification. We believe that without you, we cannot progress. At Ada, we don’t stand for tokenism. We stand for representation.
Our values are our fundamental driving forces for decision-making. They are the heart of what we stand for and are critical to our next phase of growth. You can learn more about our values and Ada’s founding story on our Careers page.
Everyone has their own unique talents. Even if you don’t meet 100% of the above qualifications, tell us why you’d be a great fit for this role in your application.
Top Skills
What We Do
Built for support teams, Ada's AI-powered customer service automation platform helps enterprises effortlessly resolve their customer inquiries in any language or channel. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide.
Why Work With Us
Join Ada at the forefront of AI-powered customer service.
We’re a team of brilliant and fast-moving minds driven toward defining the future of automation.
Our radically transparent culture energizes and inspires us to continuously raise the bar.
Make an impression. Own it at Ada.
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