Technical Support Advisor

• 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.

Candidates Also Search: Remote Support jobs

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.