About this role.
Ada is hiring a Technical Support Advisor to diagnose, localize, troubleshoot, and escalate complex client issues for its AI customer-service platform. The role requires strong technical troubleshooting skills, including API knowledge and hands-on use of Postman or cURL, plus familiarity with support and CRM tools such as Jira, Zendesk, and Salesforce. The successful candidate will manage support backlogs, meet SLAs, assist non-engineering teams, and translate vague stakeholder reports into clear bug reports and feature requirements. This is a customer-facing support role that combines methodical investigation, product expertise, documentation, and adaptable communication. The position is remote within the UK and is presented as full-time, permanent employment.
Role DNA
A quick view of the complexity, pace, ownership and collaboration implied by the job description.
Job Complexity
4/5Pace & Pressure
4/5Autonomy Level
4/5Communication Load
5/5Salary analysis
Estimated compensation compared with the broader US market for similar roles.
Core skills
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Sample interview questions
I would first collect the request details, timestamps, affected environment, expected versus actual behavior, relevant identifiers, and any error responses. I would attempt to reproduce the issue with Postman or cURL using sanitized inputs, review logs and recent changes, and isolate whether the behavior is platform-, configuration-, integration-, or customer-specific. I would then document clear findings and escalate with evidence if engineering involvement is needed.
I prioritize based on severity, client impact, SLA deadlines, number of users affected, and availability of workarounds. I keep each requester informed of status and next steps, update tickets consistently, and surface risks early when a deadline or dependency could affect resolution. This ensures urgent issues move quickly without allowing lower-priority work to become stale.
I would avoid unnecessary jargon and explain that the connection is being rejected because the system cannot verify permission to access the requested resource. I would outline the practical next steps, such as confirming credentials, token expiration, scopes, or configuration values, and clarify what information I need from them. I would provide concise written instructions and remain available to validate the outcome.
A strong bug report includes a concise summary, business and customer impact, environment details, reproducible steps, expected and actual results, timestamps, request or correlation IDs where available, screenshots or logs, and the troubleshooting already completed. I also note frequency, affected users, suspected dependencies, and any workaround. This gives engineering enough context to investigate efficiently.
I would create articles from recurring issues, successful investigations, product changes, and common escalation patterns. Each article should include the issue symptoms, diagnostic steps, resolution or escalation criteria, and ownership or review date. I would use feedback from support teammates and ticket trends to improve clarity and retire outdated guidance.
About Us
Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We’re driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless.
Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them.
Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service.
At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you.
Learn more at www.ada.cx.
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.
#LI-NS1
Benefits & Perks
At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:
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.
Perks
- 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.
The above Benefits and Perks only apply to full-time, permanent employees.
As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking. All hiring decisions are made by our team.
Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.
Annual salary information is not provided for this position. Explore salary ranges for similar roles in our Salary Directory ›
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