Senior Software Engineer, Ada

• This role is ideal for someone who enjoys solving complex distributed systems challenges, cares deeply about reliability, and wants to shape a foundational product area used by thousands of enterprise customers
• 6 to 8+ years of backend-leaning full-stack engineering experience in production environments
• Strong experience with Python, Node.js, TypeScript, and service-oriented architecture
• Experience building or scaling message-based or event-driven systems
• Familiarity with email protocols (SMTP, IMAP, DNS records) or willingness to learn quickly
• Strong understanding of distributed systems, reliability, and observability
• Ability to own projects end-to-end and communicate clearly with cross-functional partners
• Collaborative, pragmatic, and comfortable working in ambiguous problem spaces

Desirable

• As an Ada engineer, you’ll have the autonomy to make a huge impact and the opportunity to work alongside talented peers who challenge and inspire you
• We move fast, take ownership, and always strive to improve, both as individuals and as a team
• You will partner with product managers, designers, and machine learning scientists and will be responsible for both building scalable systems and working directly with LLMs
• If you’re excited to solve complex problems and shape the future of AI-driven customer support, we’d love to hear from you
• We’re looking for a Senior Software Engineer to help evolve the core Email platform that powers Ada’s AI-driven customer support
• You’ll build and scale the systems responsible for email ingestion, routing, SMTP connectors, Sendgrid integrations, and seamless handoffs into customer support tools like Zendesk and Salesforce
• Design, build, and maintain core Email platform components including ingestion pipelines, routing logic, and threading
• Lead architectural work to simplify and unify multiple email implementation paths (Direct Email, Email API, SMTP, BYOD, Zendesk handoffs)
• Improve reliability, observability, and performance across all email flows
• Investigate and resolve complex production issues involving threading, routing, and third-party integrations
• Collaborate closely with Product, CX, Security, and AI teams to ship high-quality features
• Mentor other engineers and elevate engineering practices across the team