[Hiring] Technical Support Advisor @Ada

Role Description

As a Technical Support Advisor, you will 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.

Qualifications

• 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.
• 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.

Requirements

• 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.