Join Ada as a Technical Support Advisor to resolve complex client issues and enhance customer service experiences.
Posted by employer 2 months ago
First seen on Joblaze 2 hours ago
Last verified on the company career page 2 hours ago
Skills & Technologies
What you'll build
- Triage, troubleshoot, localize and escalate complex client support issues
- Deliver exceptional customer service experience and technical support
- Support non-engineering teams in using and debugging the platform
- Maintain and improve internal product documentation
- Utilize knowledge to derive structured feature requirements and bug reports
Must have
- Experience using Postman or CURL
- Experience supporting web applications
- Working knowledge of Application Programming Interfaces (APIs)
- Excellent backlog management skills
- Analytical and methodical approach to problem-solving
- Ability to explain complex concepts effectively
AI in the day-to-day
Ada is an AI customer service company that leverages AI technology to enhance customer service experiences.
Not disclosed in this posting: compensation, years of experience, visa sponsorship.
Benefits
Joblaze summary
In the role of Technical Support Advisor at Ada, the individual will focus on diagnosing and resolving complex technical issues for clients, ensuring adherence to service level agreements. Key skills include experience with Postman or CURL, familiarity with web applications, and a solid understanding of APIs, alongside strong problem-solving abilities. This position is well-suited for someone with a background in technical support who can effectively communicate complex concepts to diverse audiences. Ada's emphasis on personal growth and continuous improvement reflects its commitment to fostering a supportive work environment.
Joblaze insights
- Listed today on Joblaze — tracked directly from Ada's career page.
- Ada has 9 other open roles including Customer Solutions Consultant, Ada Accelerate, Customer Solutions Consultant, Ada Accelerate, Director, Global Consulting & System Integrator Partnerships.
- 1223 active Salesforce roles on Joblaze right now.
- 307 active Jira roles on Joblaze right now.
- 150 active Zendesk roles on Joblaze right now.
- Typical Salesforce salary we track runs $93,098–$165,000 (median $128,000, across 636 roles). See Salesforce salary trends
Quick facts
- Is the Technical Support Advisor role remote?
- Yes — Ada lists this as a fully remote position.
- What's the tech stack?
- Joblaze extracted these technologies from the posting: Jira, Postman, Salesforce, Zendesk, cURL.
- What seniority level is this role?
- Ada targets mid-level candidates for this position.
- Is this full-time or contract?
- Full-time for this Technical Support Advisor role at Ada.
From the original posting
About Us
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.
Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in 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.
#LI-NS1
Benefits & Perks
At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:
Benefits
- Unlimited Vacation: Recharge when you need to.
- Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
- Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
- Employee & Family Assistance Plan: Resources to support you and your loved ones.
Perks
- Flexible Work Schedule: Balance your work and personal life.
- Remote-First, In-Person Friendly: Options to work from home or at our local hub.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
- Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
- Hands-On with LLMs: Enhance your expertise in leveraging large language models.
- A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
The above Benefits and Perks only apply to full-time, permanent employees.
As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.
Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.