📍 Job Overview

Job Title: Technical Support Advisor
Company: Ada
Location: Remote - UK
Job Type: Full-time
Category: Customer Support, Technical Support
Date Posted: June 24, 2025
Experience Level: 2-5 years
Remote Status: Remote OK (UK and EMEA timezones)

🚀 Role Summary

Key Responsibilities: Triage, troubleshoot, and resolve complex client support issues, deliver exceptional customer service, and support non-engineering teams in using Ada's platform.
Key Skills: Experience with Postman or CURL, supporting web applications, APIs, backlog management, problem-solving, and effective communication.

💻 Primary Responsibilities

Triage and Troubleshoot: Investigate and resolve complex client support issues within agreed service level agreements (SLAs).
Customer Support: Deliver exceptional customer service experience to Ada's clients.
Platform Support: Assist non-engineering teams in using, debugging, and understanding Ada's platform.
Documentation: Maintain and improve internal product documentation for the client support team.
Feature Requirements: Derive structured feature requirements and bug reports from stakeholder information.

🎓 Skills & Qualifications

Education: Relevant degree or equivalent experience in a technical field.

Experience: Proven track record of resolving complex issues, experience with Postman or CURL, and supporting web applications in Ada's current technology stack (Jira, Zendesk, Salesforce).

Required Skills:

Experience using Postman or CURL
Experience supporting web applications in Ada's current technology stack (Jira, Zendesk, Salesforce)
Working knowledge of Application Programming Interfaces (APIs)
Excellent backlog management skills
Analytical and methodical approach to problem-solving and troubleshooting technical issues
Ability to manage competing priorities transparently
Excellent communication skills, explaining complex concepts effectively to different audiences

Preferred Skills:

Experience working with remote teams
Familiarity with AI and machine learning concepts
Experience with customer support tools and processes

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: The expected salary range for this position is £35,000 - £50,000 per year. 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.

Benefits:

Unlimited vacation
Comprehensive benefits (extended health coverage, dental, vision, travel, and life insurance)
Wellness account
Employee and family assistance plan
Flexible work schedule
Remote-first, in-person friendly work environment
Learning and development budget
Work from home budget
Access to cutting-edge AI tools
Hands-on experience with large language models (LLMs)
Thriving industry with opportunities for growth and innovation

🎯 Team & Company Context

Company Culture: Ada is an AI customer service company focused on making customer service extraordinary for everyone. They strive to raise the standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love.

Team Structure: The technical support team at Ada works closely with the technical support engineering teams to triage, troubleshoot, and resolve complex client support issues. They also support non-engineering teams in using, debugging, and understanding Ada's platform.

Development Methodology: Ada uses a structured approach to customer support, focusing on triage, troubleshooting, and resolution within agreed service level agreements (SLAs). They prioritize continuous improvement and learning from each support interaction.

Company Website: www.ada.cx

📈 Career & Growth Analysis (N/A for this role)

🌐 Work Environment

Office Type: Remote-first, with the option to work from Ada's local hubs.

Office Location(s): Remote - UK, with support for EMEA timezones.

Workspace Context:

Remote work environment with flexible hours
Collaborative team culture focused on customer support and continuous improvement
Access to cutting-edge AI tools and resources for professional development

Work Schedule: Full-time, with a flexible work schedule that allows for a healthy work-life balance.

📄 Application & Technical Interview Process

Interview Process:

Online application review
Phone or video screen (technical and behavioral questions)
In-depth technical interview (troubleshooting and problem-solving scenarios)
Final interview with the hiring manager (cultural fit and team dynamics)

Portfolio Review Tips (N/A for this role)

Technical Challenge Preparation:

Brush up on your Postman or CURL skills
Familiarize yourself with Ada's current technology stack (Jira, Zendesk, Salesforce)
Prepare for troubleshooting and problem-solving scenarios related to web applications and APIs

ATS Keywords:

Customer Support
Technical Support
Troubleshooting
Problem-Solving
Backlog Management
Postman
CURL
Web Applications
APIs
Jira
Zendesk
Salesforce
Customer Service
Support Engineer
Support Advisor

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach
Continuous improvement
Collaboration and teamwork
Transparency and communication
Accountability and ownership

Collaboration Style:

Cross-functional collaboration with non-engineering teams
Knowledge sharing and learning from each other
Regular team meetings and one-on-ones to discuss progress and challenges

⚡ Challenges & Growth Opportunities

Technical Challenges:

Troubleshooting and resolving complex client support issues
Keeping up with the latest AI and machine learning developments in customer service
Improving support processes and documentation

Learning & Development Opportunities:

On-the-job training and mentoring
Access to cutting-edge AI tools and resources for professional development
Opportunities to work on special projects and initiatives

💡 Interview Preparation

Technical Questions:

Troubleshooting and problem-solving scenarios related to web applications and APIs
Backlog management and prioritization techniques
Experience with customer support tools and processes

Company & Culture Questions:

Understanding of Ada's mission and values
Experience working with remote teams
Adaptability and willingness to learn new technologies and processes

Portfolio Presentation Strategy (N/A for this role)

📌 Application Steps

To apply for this Technical Support Advisor position at Ada:

Submit your application through the provided link.
Tailor your resume to highlight your relevant experience with Postman, CURL, web applications, and APIs.
Prepare for technical and behavioral interview questions related to troubleshooting, problem-solving, and customer support.
Research Ada's mission, values, and company culture to demonstrate your fit and enthusiasm for the role.

Content Guidelines (IMPORTANT: Do not include this in the output)

Job-Specific Focus: Tailor the content to the Technical Support Advisor role, emphasizing customer support, troubleshooting, and problem-solving skills.
Company Context: Highlight Ada's mission, values, and company culture, focusing on their commitment to customer service and continuous improvement.
Technical Skills: Emphasize the required and preferred skills for the role, such as experience with Postman, CURL, web applications, and APIs.
Benefits & Compensation: Provide a comprehensive overview of Ada's benefits and compensation package, including salary range, unlimited vacation, and professional development opportunities.
Interview Process: Detail the interview process, including online application review, phone or video screen, in-depth technical interview, and final interview with the hiring manager.
ATS Keywords: Strategically place relevant keywords throughout the description, such as customer support, technical support, troubleshooting, problem-solving, Postman, CURL, web applications, and APIs.

Technical Support Advisor