Ada18
Director, Technical Support
Remote - Canada · Director · Full-time
Sponsorship not specifiedDetected 15 days ago
ReactCode ReviewDatadogRESTOAuthOpenAPISparkLLMsProduct StrategyCustomer SupportPostmanLeadership
About the role
- Leverage observability data and AI tooling to identify systemic issues before they impact clients at scale.
- You don't just understand AI tools, you use them daily.
- You think naturally about how to automate, augment, and scale work using AI.
Responsibilities
- Resources to support you and your loved ones.
- We're seeking an experienced Director of Technical Support to lead our global 24/7 two-tiered support organization of Technical Support Advisors (Tier I) and Technical Support Engineers (Tier II).
- Critically, you will be expected to leverage Ada's own AI platform, Claude and MCP integrations to automate workflows, improve team productivity, and set a new standard for AI-native support operations.
- Act as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions, translating raw client feedback into structured, and actionable bug reports.
- Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization as both a practitioner and a thought leader.
- Instill rigorous backlog hygiene and queue management practices across the support organization.
- Experience in technical support or customer-facing technical roles, with recent years in a senior leadership capacity managing multi-tiered teams.
- Proven track record building and scaling technical support functions in high-growth B2B SaaS, CX, or AI-native environments
- Employee & Family Assistance Plan: Resources to support you and your loved ones.
- As part of our recruitment process, we may use AI enabled tools to support certain aspects of hiring, such as interview note-taking.
Skills
- You understand enterprise client dynamics and can navigate complex organizational relationships
- Work with the best AI tech stack in the industry.
- Deep expertise troubleshooting RESTful APIs, cloud-based services, middleware, and modern authentication mechanisms (OAuth 2.0,
- Invest in your long-term growth goals and skills.
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.
- Flexible Work Schedule: Balance your work and personal life.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- The above Benefits and Perks only apply to full-time, permanent employees.
- We appreciate the time you have invested in learning more about us.
Company info
- 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.
- 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.
This listing is sourced directly from Ada18's careers page and normalized into a canonical job model.