Senior Technical Support Engineer

Position Overview

Ada is seeking a seasoned Senior Technical Support Engineer with deep technical acumen and a passion for customer advocacy. This role is ideal for experienced professionals from senior technical roles in SaaS, PaaS, or AI environments who are 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 customer experiences through our AI transformation platform, combining strategic expertise with powerful AI agent management technology. Ada accelerates businesses' AI maturity, enabling them to stay ahead of the curve. Our platform handles 83% of customer conversations through automation, freeing up human resources for growth and allowing customers more time for what matters most.

Founded 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. With over $250M in funding from top-tier investors, 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

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

Additional Skills

• Excellent analytical, organizational, and communication skills.
• 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, particularly those requiring deep technical analysis or cross-functional collaboration.
• Act as a liaison between Support and Engineering, contributing to bug identification, resolution, and release validation.
• Drive improvements to internal documentation and tooling to enhance issue resolution efficiency and consistency across the Support team.
• Mentor and guide Tier I team members, elevating the overall technical capability of the team.
• Influence product quality and stability by identifying issue trends, participating in incident reviews, and contributing to root cause analyses.

Employment Type

• Full-time

Location

• Remote in Alberta, Canada or timezones supporting Central and Mountain Timezone (GMT -6 or -7).

Salary

• The expected salary range for this position is $79,000 - $105,138 CAD. Actual pay will be determined based on factors such as past experience, qualifications, geographic location, and other job-related factors permitted by law.

Benefits & Perks

• At Ada, you’ll

Application Instructions

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