Technical Support Engineer
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Job Description
Technical Support Engineer resolving complex technical issues for AI company Ada. Mentoring junior staff while improving internal processes in a remote-first environment.
Responsibilities:
- 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.
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