Ada

Technical Support Advisor

Ada

full-time

Posted on:

Location Type: Remote

Location: Singapore

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About the role

  • 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.

Requirements

  • 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.
  • Technical Competences: 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.
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 & Tools
troubleshootingclient supportbacklog managementproblem-solvingApplication Programming Interfaces (APIs)PostmanCURL
Soft Skills
customer serviceanalytical skillsmethodical approachcommunication skillsprioritization