Director of Technical Support, Ada
AI customer service company
Be an early applicant
AI customer service company
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
To repair broken brand interactions and restore the customer experience.
Role
Who you are
- 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
- Deep expertise troubleshooting RESTful APIs, cloud-based services, middleware, and modern authentication mechanisms (OAuth 2.0, JWT) utilizing debugging tools and practices: Postman, Swagger, Datadog, log analysis, and source code review; hands-on experience with LLM-based tooling, prompt engineering, AI agent workflows, and MCP integrations is required
- You don't just understand AI tools, you use them daily. You think naturally about how to automate, augment, and scale work using AI
- You have a demonstrable track record of implementing AI workflows in a support or operations context — you can point to specific tools you built or deployed, workflows you automated, and measurable outcomes you drove
- Exceptional people leader with demonstrated ability to build cohesive, high-performing teams across technical disciplines
- Strong cross-functional influencer; you earn the trust of Engineering and Product through technical credibility, not just organizational authority
- Excellent communicator who can shift fluidly between technical depth with engineers and executive-level storytelling with senior stakeholders
- You're energized by the idea of using Ada's own platform to make your team more effective, and you hold yourself to the same standard you'd set for customers
- You understand enterprise client dynamics and can navigate complex organizational relationships
What the job involves
- 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)
- You'll own the full technical support function from SLA governance and escalation frameworks to tooling strategy and team development, while serving as a strategic partner to Engineering, Product, and Customer Solutions
- This is an opportunity for you to shape a support organization that doesn't just react to customer issues, but proactively surfaces product intelligence, drives quality improvements, and becomes a competitive differentiator for Ada in the enterprise market
- 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
- Champion Ada's own platform for customer support automation while owning the end-to-end technical support KPI framework, including SLA design, enforcement, and continuous optimization across all tiers, along with metrics such as CSAT, escalation rates, deflection rates, and SLA adherence
- Build and maintain an escalation framework that bridges Tier I and Tier II support and connects cleanly to Engineering and Product, serving as the executive escalation point for high-severity, high-impact client issues
- Build AI-powered workflows and set measurable AI adoption targets for the team; running regular assessments and driving continuous improvement in how AI is embedded into daily support workflows, with defined success metrics including AI-assisted ticket resolution rate, deflection rate improvement, and time-to-resolution benchmarks
- 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
- Leverage observability data and AI tooling to identify systemic issues before they impact clients at scale
Our take
More and more, customer interactions are moving online. There is an increasing need for automated solutions to handle high demand and ensure positive customers experiences. Ada is the leading technology provider of Automated Brand Interactions. Its bots rely on artificial intelligence to answer customers’ sales and service questions, empowering companies with digital-first, omnichannel experiences at scale.
The company has automated billions of brand interactions and supports over 320 brands across the globe including Zoom, Facebook and Square. Its technology includes a no-code platform, which lends to its popularity. Ada has focused on expanding its product suite and generative AI capabilities as it sets out to optimize all customer experiences across the board.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-29% employee growth in 12 months
Company
Company benefits
- Generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
- Flexible work schedule
- Digital first, fully remote with WFH budget
- In-house social worker
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
Company HQ
Wellington Place, Toronto, ON
Leadership
Mike Murchison
(CEO & Co-founder)Previously co-founded Nucleus, Atlus, WhatsNext Lab and Volley.
David Hariri
(Designer, Developer & Co-founder)Experience as Developer for Teehan+Lax, and co-founder of Volley.
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