Technical Support Engineer

About Us Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love-instant, proactive, personalized, and effortless. Ada is an AI transformation platform and partner-combining strategic expertise with powerful AI agent management technology to accelerate businesses' AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations-and counting-are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them. Established 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. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service. At Ada, we see growth as a reflection of each individual owner's personal growth. That's why our values are rooted in driving progress and continuous improvement. If you're ambitious and eager to grow, Ada could be the place for you. Learn more at About You You are a seasoned support professional with deep technical acumen and a passion for customer advocacy. You bring experience from senior technical roles in SaaS, PaaS, or AI environments and are comfortable navigating ambiguity, managing cross-functional collaboration, and driving resolution for technically complex issues. Technical Competencies 6+ years in technical support roles, with a strong track record of success 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 such as 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. Outcomes 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. Please note this position will need to be based remote Australia. Benefits & Perks At Ada, you'll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here's what we offer: Unlimited Vacation: Recharge when you need to. Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance. Wellness Account: Empowering you to invest in your overall well-being and lifestyle. Employee & Family Assistance Plan: Resources to support you and your loved ones. Perks Flexible Work Schedule: Balance your work and personal life. Remote-First, In-Person Friendly: Options to work from home or at our local hub. Learning & Development Budget: Invest in your long-term growth goals and skills. Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience. Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry. Hands-On with LLMs: Enhance your expertise in leveraging large language models. A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology. The above Benefits and Perks only apply to full-time, permanent employees. Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us. The section 'Boost your career' has been removed as it appears to be an advertisement not related to the job description. #J-18808-Ljbffr