Technical Support Advisor

Posted 24 Days Ago
Remote
Entry level
Artificial Intelligence • Enterprise Web • Machine Learning • Marketing Tech • Natural Language Processing
Ada is the world's leading customer service automation company.
The Role
As a Technical Support Advisor, you will troubleshoot and resolve complex technical issues for clients, ensuring exceptional customer service. You'll work with internal teams to optimize platform use, maintain product documentation, and escalate issues when necessary, all while adhering to service level agreements.
Summary Generated by Built In
About Us

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.

Our Role

As a Technical Support Advisor, you will be an integral part of our Technical Support team to proactively localize, diagnose and problem-solve technical issues of our clients while delivering against the team’s SLAs and KPMs. 

About You

  • You have a proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Ada’s own product/platform.
  • Technical Competences:
    • You have experience using Postman or CURL
    • Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce)
    • You possess a working knowledge of Application Programming Interfaces (APIs),
  • You have excellent backlog management skills, ensuring service requests are kept up to date and nothing “dies on the vine”.
  • You possess an analytical and methodical approach to problem-solving and troubleshooting technical issues.
  • You manage competing priorities transparently. 
  • You can explain complex concepts effectively to different audiences, and adjust your communication style accordingly.

Outcomes

  • Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs.
  • Deliver exceptional customer service experience and technical support to our clients.
  • Support our non-engineering teams in using, debugging, and understanding our platform.
  • Maintain and improve internal product documentation for the client support team.
  • Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.

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 $70,250 to $94,000. 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.

#LI-NS1

Top Skills

Curl
Postman
The Company
HQ: Toronto, Ontario
421 Employees
Remote Workplace
Year Founded: 2016

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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