[Remote] Technical Support Engineer at Ada

United Kingdom

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

AI, Customer Service, SaaS, PaaSIndustries

Requirements

Candidates must have over 6 years of experience in technical support, specifically in senior or Tier II/III roles within SaaS, PaaS, or AI product environments. Expertise in troubleshooting RESTful APIs, middleware, and cloud-based services is essential, along with familiarity with debugging tools like Postman and Swagger, log analysis, and source code review. Basic proficiency in Python and Java, experience with CI/CD pipelines, API authentication (OAuth 2.0), and security/compliance protocols (JWT, PCI, GDPR) are required. Familiarity with observability tools like Datadog and databases like MongoDB is also necessary. Excellent analytical, organizational, and communication skills, a structured problem-solving approach, and a customer-first mindset are crucial. Prior experience in fast-paced, high-growth SaaS environments is preferred.

Responsibilities

The Technical Support Engineer will triage, troubleshoot, and resolve complex client support issues, particularly those needing deep technical analysis or cross-functional collaboration. They will act as a liaison between Support and Engineering to identify, resolve, and validate bugs. Responsibilities include improving internal documentation and tooling for faster issue resolution, mentoring Tier I team members to enhance technical capabilities, and influencing product quality by highlighting issue trends, participating in incident reviews, and contributing to root cause analyses.

Skills

Technical Support

SaaS

PaaS

Customer Service

Customer Advocacy

Problem Solving

Cross-functional Collaboration

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