Technical Support Specialist

Salary: 35,000-50,000 GBP (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.)

Employment Type: Full-time

Location Type: Remote (UK or timezones that can support EMEA timezone (GMT +2 or +1))

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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, Canva, 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.

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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 Competencies:

• Experience using Postman or CURL
• Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce)
• Working knowledge of Application Programming Interfaces (APIs)
• Excellent backlog management skills, ensuring service requests are kept up to date and nothing “dies on the vine”.
• Analytical and methodical approach to problem-solving and troubleshooting technical issues.
• Ability to manage competing priorities transparently.
• Ability to explain complex concepts effectively to different audiences, and adjust communication style accordingly.

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Responsibilities

• 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 knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.

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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.

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.