Technical Support Specialist

Salary: $66,000 - $88,000 CAD Employment Type: Full-time Location Type: Remote (Alberta, Canada or timezones supporting Central and Mountain Timezone - GMT -6 or -7)

About Us

Ada is a pioneering AI customer service company dedicated to making customer service extraordinary. We empower enterprise companies to deliver exceptional, scalable customer experiences that are instant, proactive, personalized, and effortless. Our AI transformation platform and strategic expertise accelerate businesses' AI maturity, enabling them to stay ahead of the curve. Ada's AI agents effortlessly resolve 83% of customer conversations, freeing up human teams for growth and allowing customers more time for what matters most.

Founded in 2016, Ada is a Canadian company that has facilitated over 5.5 billion interactions for leading brands like Square, YETI, Canva, and Monday.com, saving millions of hours of human effort. With over $250M in funding from top-tier investors, Ada is at the forefront of AI management and application in customer service. We believe individual growth fuels company progress, and our values are rooted in continuous improvement. If you are ambitious and eager to grow, Ada is the place for you.

Learn more at www.ada.cx.

About You

You have a proven ability to resolve complex issues that may involve products or infrastructure beyond Ada's direct control.

Technical Competencies:

• Experience using Postman or CURL.
• Experience supporting web applications within our current technology stack (Jira, Zendesk, Salesforce).
• Working knowledge of Application Programming Interfaces (APIs).
• Excellent backlog management skills, ensuring service requests are up-to-date and efficiently processed.
• Analytical and methodical approach to problem-solving and troubleshooting technical issues.
• Ability to manage competing priorities transparently.
• Skill in explaining complex concepts effectively to diverse audiences, adapting communication style as needed.

Outcomes

• Triage, troubleshoot, localize, and escalate complex client support issues to Technical Support Engineering teams within agreed-upon SLAs.
• Deliver exceptional customer service and technical support to our clients.
• Support 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, leveraging knowledge to derive structured feature requirements and bug reports from abstract stakeholder information.

Benefits & Perks

At Ada, we foster an environment designed for your success, prioritizing your well-being, growth, and work-life balance.

Benefits:

• Unlimited Vacation: Recharge whenever you need to.
• Comprehensive Benefits: Includes extended health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Invest in your overall well-being and lifestyle.
• Employee & Family Assistance Plan: Access resources to support you and your loved ones.

Perks:

• Flexible Work Schedule: Achieve a healthy balance between work and personal life.
• Remote-First, In-Person Friendly: Choose to work from home or utilize our local hub.
• Learning & Development: Opportunities for continuous learning and professional growth.