Ada is looking for a Technical Support Advisor to deliver exceptional technical support and customer service to our clients. You'll become a product expert, triage complex issues, and help raise the standard of customer service at scale.

What You'll Do

Triage, troubleshoot, localize and escalate complex client support issues to Technical Support Engineering teams within agreed-upon SLAs.
Deliver exceptional customer service experience and technical support to clients.
Support non-engineering teams in using, debugging, and understanding the Ada platform.
Maintain and improve internal product documentation for the client support team.
Become an Ada product expert and utilize knowledge to derive structured feature requirements and bug reports from abstract stakeholder information.

What We're Looking For

A proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Ada's own product/platform.
Experience using Postman or CURL.
Experience supporting web applications in a technology stack like Jira, Zendesk, or Salesforce.
Working knowledge of Application Programming Interfaces (APIs).
Excellent backlog management skills, ensuring service requests are kept up to date.
An analytical and methodical approach to problem-solving and troubleshooting technical issues.
Ability to manage competing priorities transparently.
Ability to explain complex concepts effectively to different audiences and adjust communication style accordingly.

Technical Stack

Postman
CURL
Jira
Zendesk
Salesforce

Benefits & Compensation

Unlimited Vacation
Comprehensive extended health coverage, dental, vision, travel, and life insurance
Wellness Account
Employee & Family Assistance Plan