Technical Support Engineer
Aera TechnologySalary not specified
Full Time
Junior (1 to 2 years)
Not SpecifiedCompensation
Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level
Full TimeJob Type
UnknownVisa
AI, Customer Service, SaaSIndustries
Requirements
Candidates should have a proven track record of resolving complex issues, experience using Postman or CURL, and familiarity with supporting web applications in Jira, Zendesk, and Salesforce. A working knowledge of APIs, excellent backlog management skills, and an analytical approach to problem-solving are required. The ability to explain complex concepts effectively to different audiences and manage competing priorities transparently is also necessary. Preference is given to candidates who can support PST and MST timezones.
Responsibilities
The Technical Support Advisor will triage, troubleshoot, localize, and escalate complex client support issues to Technical Support Engineering teams within SLAs. They will deliver exceptional customer service and technical support, assist non-engineering teams with platform usage and debugging, and maintain internal product documentation for the client support team. Additionally, they will act as an Ada product expert, deriving structured feature requirements and bug reports from stakeholder information.
Skills
Postman
CURL
Jira
Zendesk
Salesforce
APIs
Backlog Management
Analytical Skills
Problem Solving
Ada
Automates customer service with AI chatbots
About Ada
Ada provides automated customer experience solutions through AI-powered chatbots that help businesses streamline customer service tasks. The platform operates on a subscription model, allowing companies to automate repetitive tasks and improve customer satisfaction while reducing costs. Ada differentiates itself by offering a comprehensive suite of services, including consulting and managed services, backed by strong venture capital support. The company's goal is to transform customer service management by enhancing efficiency and engagement through automation.
Toronto, CanadaHeadquarters
2016Year Founded
$185.3MTotal Funding
SERIES_CCompany Stage
Enterprise Software, AI & Machine LearningIndustries
201-500Employees
Risks
Emerging AI chatbot startups pose a threat to Ada's market share.
Rapid AI advancements require continuous updates, straining Ada's resources.
Data privacy regulations could increase compliance costs for Ada.
Differentiation
Ada specializes in AI-driven chatbots for automated customer experience solutions.
The company offers a subscription-based model ensuring steady revenue and client engagement.
Ada provides consulting, development, and managed services to enhance customer support operations.
Upsides
Ada raised $130M in Series C funding, boosting its growth potential.
Partnerships with platforms like Zendesk enhance Ada's integration capabilities.
Growing demand for AI solutions supports Ada's market expansion and client acquisition.
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