Technical Support Advisor

Ada
United Kingdom, Malaysia, Singapore
Workplace: RemoteFull timeFunction: Customer Support (Service Desk)Skills: ["Analytical problem-solving","Methodical troubleshooting","Backlog management","Transparent prioritization","Communication"]

Provide proactive technical support to Ada’s clients by triaging, troubleshooting, localizing, and escalating complex issues within defined SLAs. Diagnose problems that may involve client infrastructure and beyond Ada’s platform, while maintaining accurate backlogs and internal documentation. Support non-engineering teams in using and debugging the platform, and use product expertise to translate feedback into structured feature requirements and bug reports.

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FursaFursa
Ada
Ada
2 months ago

Technical Support Advisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Provide proactive technical support to Ada’s clients by triaging, troubleshooting, localizing, and escalating complex issues within defined SLAs. Diagnose problems that may involve client infrastructure and beyond Ada’s platform, while maintaining accurate backlogs and internal documentation. Support non-engineering teams in using and debugging the platform, and use product expertise to translate feedback into structured feature requirements and bug reports.
Location: United Kingdom, Malaysia, Singapore
Workplace: Remote
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Triaging, troubleshooting, localizing, and escalating complex client support issues to Technical Support Engineering within SLAs.
  • •Delivering exceptional customer service and technical support to Ada’s clients.
  • •Supporting non-engineering teams in using, debugging, and understanding the platform.
  • •Maintaining and improving internal product documentation for the client support team.
  • •Becoming an Ada product expert to derive structured feature requirements and bug reports from stakeholder input.

Pay and Benefits

Perks:Paid LeaveHealth InsuranceDentalVisionTravel AllowanceLife InsuranceWellness StipendEmployee AssistanceLearning BudgetRemote Work

Key Requirements

  • •Experience using Postman or CURL.
  • •Working knowledge of APIs and how to apply them while supporting client issues.
  • •Experience supporting web applications using Jira, Zendesk, and Salesforce.
  • •Excellent backlog management to keep service requests up to date.
  • •Analytical, methodical troubleshooting with clear communication to explain complex concepts to different audiences.
Skills:Analytical problem-solvingMethodical troubleshootingBacklog managementTransparent prioritizationCommunication
Languages:English
Tech Stack:PostmanCURLJiraZendeskSalesforceAPIsLLMsLarge language models

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
WebsiteLinkedIn