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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.
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Ada Toronto, Ontario, CAN Office
Toronto, Ontario, Canada
