Technical Support Advisor

Summary

Join Ada, an AI customer service company, and become a crucial member of our team. You will triage, troubleshoot, and escalate complex client support issues, ensuring exceptional customer service. Leverage your expertise in APIs and backlog management to support both engineering and non-engineering teams. Become a product expert, translating stakeholder feedback into structured requirements and bug reports. This role requires experience with Postman or cURL, familiarity with our tech stack (Jira, Zendesk, Salesforce), and excellent problem-solving skills. The position is remote-based in the UK or within EMEA-supporting time zones.

Requirements

• 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

Benefits

• Unlimited Vacation: Recharge when you need to
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle
• Employee & Family Assistance Plan: Resources to support you and your loved ones
• Flexible Work Schedule: Balance your work and personal life
• Remote-First, In-Person Friendly: Options to work from home or at our local hub
• Learning & Development Budget: Invest in your long-term growth goals and skills
• Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience
• Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry
• Hands-On with LLMs: Enhance your expertise in leveraging large language models
• A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology