Technical Support Engineer, Ada

• You are a seasoned support professional with deep technical acumen and a passion for customer advocacy. You bring experience from senior technical roles in SaaS, PaaS, or AI environments and are comfortable navigating ambiguity, managing cross-functional collaboration, and driving resolution for technically complex issues
• 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

Desirable

• 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