Technical Support Advisor

Our Role

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.

About You

• 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.

Outcomes

• 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 & Perks

At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your su