Ada is an AI customer experience platform that harnesses the world's most powerful large language models to make customer service extraordinary for everyone. We’re driven to set the new standard for customer service at scale, enabling Enterprise companies to deliver experiences that are instant, proactive, personalized, and effortless.
Our team is pushing the frontier of AI Agent development, measurement, and management to power quality service experiences that respect everyone’s most valuable asset, time. Giving both customers, and customer service professionals, more quality time back for life’s big & small moments.
Since 2016, Ada is a proudly Canadian company that has powered over 4 billion interactions—automating up to 83% of all customer inquiries—for leading brands like Square, YETI, Canva, and Monday.com saving millions of hours of human effort for people all over the world.
Backed with over $250M in funding from tier-1 investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in applied AI customer service.
At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.
Learn more at www.ada.cx.
DevOps Responsibilities
- Following cloud-based architectures that meet availability, scalability, and security requirements
- Partner with security engineers to develop plans and automation to respond urgently and safely to new risks and vulnerabilities
- Ensure High Availability and execute Disaster Recovery tests
- Implement OS tuning, optimization, and system requirements for vertical/horizontal scaling
- Support the critical infrastructure (compute, data, LLMs) used to operate Ada’s product
- Implementation and management of AWS infrastructure components such as VPCs, EC2, S3, EKS, CloudFront, etc with a focus on security
- Identify bottlenecks, opportunities for optimization, and capacity demands
Security Responsibilities
- Applies a strong understanding of security principles, practices, and technologies in order to maintain and improve upon Ada’s overall security posture within engineering
- Participates as a primary operator or administrator of select systems and tools relevant to Ada’s security operations (e.g. AWS WAF, CrowdStrike, CloudFlare Zero Trust, etc.)
- Participates as a primary contributor to the detection and remediation of infrastructure-related security issues, including both event-driven engagements and configuration improvements
- Participates as a primary contributor to project work relevant to improving Ada’s overall security posture
- Participates as a supporting contributor to various routine security functions (e.g. vulnerability disclosure program triaging, vulnerability remediation, incident response, etc.)
- Acts as a security champion within Ada, promoting a culture of security within the organization and empowering individuals to adhere to best practices
General Responsibilities
- Builds functional relationships and collaborates with a limited set of internal and external stakeholders in order to collaborate on engagements resulting in improved security practices and outcomes
- Participates in an on-call rotation enabling 24/7/365 incident response
Outcomes
- Contribute and help lead the design of a foundational, cross-cutting platform to support our engineering organization
- Working closely with the security team to implement and monitor the security of cloud and application environments
- Serve as an indirect member of the security team, spearheading engineering efforts related to the development, deployment, maintenance, and improvement of security-related infrastructure and processes
- Continuously drive improvements in areas like performance, automation, quality, monitoring, and reliability of platforms
- Participating in an on-call rotation for the services the team owns, triaging and addressing production issues
About You
- 4+ years of experience in SRE/DevOps/Infrastructure engineering
- 4+ years of experience in security operations or security engineering
- 2+ years of experience in a cloud environment
- Strong technical leadership skills
- Experience with deploying and securing modern cloud infrastructure environments and adjacent tooling (AWS, Azure, MongoDB, Terraform, Kubernetes, GitOps)
- Hands-on Configuration Management experience with production environments
- Familiarity with containers, bash, Linux, Kubernetes, and Infrastructure-as-Code principles
- Strong motivation and experience to apply automation to reduce operational toil for security and engineering teams
- Demonstrated security knowledge (e.g. CCSP, AWS Certified Security – Specialty)
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 $106,934 - $139,325. 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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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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