Ada

2 weeks ago

Technical Support Advisor

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Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Proactively localize, diagnose, and problem-solve complex client technical issues while meeting team SLAs and KPMs. Triage, troubleshoot, and escalate hard-to-replicate support cases to Technical Support Engineering, deliver exceptional technical customer service, and help non-engineering teams use and debug the platform. Maintain and improve internal client support documentation and become an Ada product expert to turn abstract stakeholder input into structured feature requirements and bug reports.

Location: United Kingdom

Workplace: Remote

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•Proactively localize, diagnose, and problem-solve clients’ technical issues while meeting SLAs and KPMs.
•Triage, troubleshoot, localize, and escalate complex client support issues to Technical Support Engineering within agreed-upon SLAs.
•Deliver exceptional technical support and customer service to clients.
•Support non-engineering teams in using, debugging, and understanding the platform.
•Maintain and improve internal product documentation and derive structured feature requirements and bug reports from stakeholder input.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceDentalVisionTravel AllowanceLife InsuranceWellness StipendLearning BudgetRemote WorkHome Office

Key Requirements

•Proven track record resolving complex technical issues that are hard to replicate and may involve systems beyond the Ada product/platform.
•Experience using Postman or cURL.
•Experience supporting web applications using Jira, Zendesk, and Salesforce.
•Working knowledge of APIs.
•Excellent backlog management and an analytical, methodical approach to troubleshooting, with clear communication to different audiences.

Skills:Backlog managementAnalytical troubleshootingCommunicationProblem-solvingPrioritization

Languages:English

Tech Stack:PostmanCURLJiraZendeskSalesforceAPIsLLMs

Company Brief

Ada

Builds AI-powered customer service automation platform delivering chatbots and self-service experiences that help enterprises resolve inquiries, route complex issues, and scale support while integrating with existing systems and workflows.

Industry: SaaS

Company Size: Large (251 to 1,000 employees)

Growth: Scaleup

Funding: Series C

Headquarters: Toronto, Canada

Founded: 2016

Website LinkedIn

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Ada