Technical Support Advisor

Our Role

As a Technical Support Advisor, you will be an integral part of our Technical Support team to proactively localize, diagnose and problem-solve technical issues of our clients while delivering against the team’s SLAs and KPMs.

About You

You have a proven track record of resolving issues that are hard to replicate and may be dependent on products or infrastructure beyond Ada’s own product/platform.

Technical Competences:

You have experience using Postman or CURL

Experience supporting web applications in our current technology stack (Jira, Zendesk, Salesforce)

You possess a working knowledge of Application Programming Interfaces (APIs),

You have excellent backlog management skills, ensuring service requests are kept up to date and nothing “dies on the vine”.

You possess an analytical and methodical approach to problem-solving and troubleshooting technical issues.

You manage competing priorities transparently.

You can explain complex concepts effectively to different audiences, and adjust your communication style accordingly.

Outcomes

Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs.

Deliver exceptional customer service experience and technical support to our clients.

Support our non-engineering teams in using, debugging, and understanding our platform.

Maintain and improve internal product documentation for the client support team.

Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.

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