Technical Support Engineer

Summary

Join Ada, an AI customer service company, as a seasoned support professional with deep technical expertise. You will leverage your experience in SaaS, PaaS, or AI environments to troubleshoot complex technical issues, collaborate with engineering teams, and mentor junior team members. The role requires strong analytical and communication skills, proficiency in troubleshooting RESTful APIs and cloud services, and experience with debugging tools. You will contribute to improving internal documentation and tooling, participate in incident reviews, and drive improvements in product quality and stability. This remote position offers a competitive salary, comprehensive benefits, and a flexible work schedule. Ada prioritizes employee well-being and provides opportunities for professional development.

Requirements

• 6+ years in technical support roles, with a strong track record of success in senior or Tier II/III positions
• Proven experience supporting SaaS/PaaS platforms or AI-based products in high-growth environments
• Expertise in troubleshooting RESTful APIs, middleware, and cloud-based services
• Familiarity with debugging tools and practices including Postman, Swagger, log analysis, and source code review
• Basic proficiency in programming languages such as Python & Java
• Experience working with CI/CD pipelines, API authentication mechanisms like OAuth 2.0, and modern security/compliance protocols such as JWT, PCI, and GDPR
• Familiarity with observability and monitoring tools such as Datadog, and document databases like MongoDB

Responsibilities

• Triage, troubleshoot, and resolve complex client support issues—especially those requiring deep technical analysis or cross-functional collaboration
• Serve as a liaison between Support and Engineering, contributing to bug identification, resolution, and release validation
• Drive improvements to internal documentation and tooling to enable faster and more consistent issue resolution across the Support team
• Provide mentorship and guidance to Tier I team members, raising the overall technical capability of the team
• Influence product quality and stability by highlighting issue trends, participating in incident reviews, and contributing to root cause analyses

Preferred Qualifications

• Excellent analytical, organizational, and communication skills
• A structured and proactive approach to problem-solving, especially under pressure
• Customer-first mindset with a passion for delivering exceptional experiences
• Prior experience in customer-facing roles within fast-paced, high-growth SaaS environments

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