Remote Technical Support Advisor

Summary

Join our team as a Technical Support Advisor and be an integral part of our Technical Support team to proactively localize, diagnose and problem-solve technical issues of our clients while delivering against the team’s SLAs and KPMs.

Requirements

• You have 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
• Technical Competences: You have experience using Postman or CURL
• Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce)
• You possess a working knowledge of Application Programming Interfaces (APIs)
• You have excellent backlog management skills, ensuring service requests are kept up to date and nothing “dies on the vine”
• You possess an analytical and methodical approach to problem-solving and troubleshooting technical issues
• You manage competing priorities transparently
• You can explain complex concepts effectively to different audiences, and adjust your communication style accordingly

Responsibilities

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

Preferred Qualifications

• Flexible work schedule
• Remote-first, In-person friendly work environment with WFH budget
• Paid parental leave for Canadian and U.S. residents
• Development opportunities

Benefits

• Competitive salary
• Generous stock option plan
• Unlimited vacation
• Wellness account
• Extended health coverage
• Dental/optical/travel insurance
• Life insurance
• Employee and family assistance plan