Ada

Technical Support Engineer

Ada

full-time

Posted on:

Location Type: Remote

Location: Canada

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Tech Stack

CloudJavaMongoDBPython

About the role

  • 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.

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.
  • 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.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
technical supporttroubleshootingRESTful APIsmiddlewarecloud-based servicesprogramming languagesCI/CD pipelinesAPI authenticationdebugging toolsobservability
Soft skills
analytical skillsorganizational skillscommunication skillsproblem-solvingmentorshipcollaborationcustomer-first mindsetproactive approachinfluenceguidance