Technical Support Advisor

ada; Canada; Remote; CAD 66,000 - 88,000; Full time

Job summary

A leading AI customer service company is seeking a Technical Support Advisor to troubleshoot and resolve complex client issues effectively. The successful candidate will become a product expert and support our teams, ensuring exceptional service delivery. This position offers competitive remuneration and valuable benefits in a remote setup.

Benefits

Unlimited Vacation

Comprehensive health benefits

Flexible work schedule

Learning & Development Budget

Work from Home Budget

Access to advanced AI tools and LLMs

Qualifications

• Proven track record of resolving complex issues.
• Experience with APIs and web applications.
• Ability to communicate effectively with diverse audiences.

Responsibilities

• Triaging and troubleshooting complex client issues within SLAs.
• Providing exceptional customer service and technical support.
• Maintaining and improving internal documentation.

Skills

Problem Solving

Analytical Skills

Effective Communication

Backlog Management

Troubleshooting

Tools

Postman

Jira

Zendesk

Salesforce

APIs

Job description

Join to apply for the Technical Support Advisor role at ada.

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. With Ada, 83% of customer conversations are effortlessly resolved through automation, saving time and resources for companies and customers alike.

Established in 2016, Ada is a Canadian company powering over 5.5 billion interactions for brands like Square, YETI, Canva, and Monday.com. Backed by over $250M in funding from top investors, Ada is a pioneer in AI customer service management.

We value growth and continuous improvement, fostering an environment for ambitious individuals eager to develop their careers. Learn more at www.ada.cx.

About You

• You have a proven track record of resolving complex issues dependent on external products or infrastructure.
• Technical Competences:
• Experience using Postman or CURL
• Supporting web applications within Jira, Zendesk, Salesforce
• Knowledge of APIs
• Strong backlog management skills
• Analytical and methodical troubleshooting approach
• Ability to manage priorities transparently
• Effective communication tailored to different audiences

Outcomes

• Triaging, troubleshooting, localizing, and escalating complex client issues within SLAs
• Providing exceptional customer service and technical support
• Supporting teams in using and debugging our platform
• Maintaining and improving internal documentation
• Becoming an Ada product expert and deriving feature requirements and bug reports

The salary range is CAD 66,000 to 88,000, based on experience and location. The role is remote, based in Alberta or within compatible time zones (GMT -6 or -7).

Benefits & Perks

• Unlimited Vacation
• Comprehensive health benefits
• Wellness and assistance programs
• Flexible work schedule and remote options
• Learning & Development Budget
• Work from Home Budget
• Access to advanced AI tools and LLMs

We thank all applicants; only those closely matching our requirements will be contacted.