Senior Technical Support Specialist

Position Overview

Ada is seeking a Senior Technical Support Specialist with deep technical acumen and a passion for customer advocacy. This role is ideal for a seasoned support professional with experience in senior technical roles within SaaS, PaaS, or AI environments. You will be comfortable navigating ambiguity, managing cross-functional collaboration, and driving resolution for technically complex issues.

About Us

Ada is an AI customer service company dedicated to making customer service extraordinary. We empower enterprise companies to deliver exceptional, automated customer experiences. Our AI transformation platform and strategic expertise accelerate businesses' AI maturity, with 83% of customer conversations resolved through automation.

Founded in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands, saving millions of hours of human effort. Backed by over $250M in funding, Ada is a pioneer in AI for customer service. We value progress and continuous improvement, making Ada a place for ambitious individuals eager to grow.

Learn more at www.ada.cx.

Requirements

Technical Competencies

• 6+ years in technical support roles, with a strong track record in senior or Tier II/III positions.
• Proven experience supporting SaaS/PaaS platforms or AI-based products in high-growth environments.
• Expertise in troubleshooting RESTful APIs, middleware, and cloud-based services.
• Familiarity with debugging tools and practices including Postman, Swagger, log analysis, and source code review.
• Basic proficiency in programming languages such as Python & Java.
• Experience working with CI/CD pipelines, API authentication mechanisms like OAuth 2.0, and modern security/compliance protocols such as JWT, PCI, and GDPR.
• Familiarity with observability and monitoring tools like Datadog, and document databases like MongoDB.

Additional Skills

• Excellent analytical, organizational, and communication skills.
• A structured and proactive approach to problem-solving, especially under pressure.
• Customer-first mindset with a passion for delivering exceptional experiences.
• Prior experience in customer-facing roles within fast-paced, high-growth SaaS environments.

Responsibilities

• Triage, troubleshoot, and resolve complex client support issues, especially those requiring deep technical analysis or cross-functional collaboration.
• Serve as a liaison between Support and Engineering, contributing to bug identification, resolution, and release validation.
• Drive improvements to internal documentation and tooling to enable faster and more consistent issue resolution across the Support team.
• Provide mentorship and guidance to Tier I team members, raising the overall technical capability of the team.
• Influence product quality and stability by highlighting issue trends, participating in incident reviews, and contributing to root cause analyses.

Employment Type

• [Employment Type Not Specified]

Salary

• The expected salary range for this position is 42,944 - 56,806 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.

Location Type

• Remote UK or timezones that can support EMEA timezone (GMT +2 or +1).
• #LI-NS1

Benefits & Perks

• At Ada, you’ll not only build extraordinary customer service experiences but also grow personally and professionally.

Application Instructions

• [Application Instructions Not Specified]