📍 Job Overview

• Job Title: Technical Support Advisor
• Company: Ada
• Location: Remote - Canada
• Job Type: Full-time
• Category: Customer Support
• Date Posted: 2025-06-24
• Experience Level: Mid-level (2-5 years)
• Remote Status: Remote OK

🚀 Role Summary

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

💻 Primary Responsibilities

• 🔑 Issue Resolution: Triage, troubleshoot, localize, and escalate complex client support issues within agreed Service Level Agreements (SLAs).
• 🌟 Customer Service: Deliver exceptional customer service and technical support to Ada's clients.
• 🤝 Team Support: Support non-engineering teams in using, debugging, and understanding Ada's platform.
• 📚 Documentation: Maintain and improve internal product documentation for the client support team.
• 🎯 Product Expertise: Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from stakeholder information.

🎓 Skills & Qualifications

Education: Bachelor's degree in Computer Science, IT, or a related field (or equivalent experience).

Experience: Proven track record of resolving complex issues, with 2-5 years of experience in a similar role.

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:

• Familiarity with AI and machine learning concepts
• Experience working in an Agile/Scrum environment

📊 Web Portfolio & Project Requirements (N/A - Customer Support Role)

💵 Compensation & Benefits

Salary Range: CAD 66,000 - 88,000 per year

Benefits:

• Unlimited vacation
• Comprehensive benefits (extended health coverage, dental, vision, travel, and life insurance)
• Wellness account
• Employee & Family Assistance Plan
• Flexible work schedule
• Remote-first, in-person friendly work environment
• Learning & development budget
• Work from home budget
• Access to cutting-edge AI tools
• Hands-on experience with Large Language Models (LLMs)
• Thriving industry: join the forefront of AI innovation

🎯 Team & Company Context

Company Culture: Ada is an AI customer service company driven to raise the standard of quality customer service at scale. They focus on delivering effortless, personalized, and proactive customer experiences. Ada values growth, continuous improvement, and driving progress.

Team Structure: The Technical Support team works closely with various non-engineering teams, supporting them in using, debugging, and understanding Ada's platform. They collaborate with Technical Support Engineering teams to resolve complex client support issues.

Development Methodology: Ada follows Agile/Scrum methodologies for project management and continuous improvement.

Company Website: www.ada.cx

📈 Career & Growth Analysis (N/A - Customer Support Role)

🌐 Work Environment

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

Office Location(s): Remote - Canada (with support for Central and Mountain Timezones)

Workspace Context:

• Remote work environment with flexible hours
• Access to cutting-edge AI tools and resources
• Collaborative team environment, working closely with various non-engineering teams

Work Schedule: Full-time, with a flexible work schedule

📄 Application & Technical Interview Process

Interview Process:

1. Screening: A phone or video call to discuss your experience and qualifications.
2. Technical Assessment: A hands-on assessment to evaluate your problem-solving skills and understanding of APIs, web applications, and Ada's platform.
3. Behavioral Interview: An interview focused on your communication skills, teamwork, and problem-solving approach.
4. Final Interview: A conversation with the hiring manager to discuss your fit for the role and Ada's company culture.

ATS Keywords: Customer Support, Technical Support, Issue Resolution, API, Web Applications, Jira, Zendesk, Salesforce, Backlog Management, Problem-Solving, Communication, AI, Machine Learning, Agile, Scrum

📌 Application Steps

To apply for this Technical Support Advisor position:

1. Submit your application through the application link.
2. Tailor your resume and cover letter to highlight your relevant experience and skills.
3. Prepare for the technical assessment by reviewing your knowledge of APIs, web applications, and Ada's platform.
4. Research Ada's company culture and mission to demonstrate your alignment with their values during the interview process.

📝 Enhancement Note: This role requires a strong focus on problem-solving, communication, and customer support skills. Familiarity with Ada's technology stack and AI/machine learning concepts will be beneficial but not required.