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 cross-functionally, and mentor junior team members. This role requires 6+ years of experience in technical support, proficiency in troubleshooting APIs and cloud services, and familiarity with debugging tools. You will play a key role in improving internal documentation and tooling, contributing to incident reviews, and driving product quality. The position offers a competitive salary, comprehensive benefits, and a flexible remote-first work environment. Based remotely in Alberta, Canada, or in time zones supporting Central and Mountain Time, this role offers a unique opportunity to grow within a thriving AI company.

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