Ada
AI customer service
Director,TechnicalSupport
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“Director, Technical Support at Ada. Skills: Technical Support, AI, Automation, Leadership. Lead global 24/7 two-tiered support organization. Own full technical support function”
What You'll Achieve.
Improve team productivity; Set new standard for AI-native support operations; Drive continuous improvement in AI embedding; Improve AI-assisted ticket resolution rate; Improve deflection rate; Meet time-to-resolution benchmarks
Industry & Context.
Troubleshooting; Root cause analysis; Debugging; Log analysis; Systemic issues identification
What They're Looking For.
Must Have
5+ years senior leadership, Troubleshoot RESTful APIs, Cloud-based services troubleshooting, Middleware troubleshooting, Modern authentication mechanisms troubleshooting, Postman, Swagger, Datadog, Log analysis, Source code hands-on experience, LLM-based tooling experience, Prompt engineering experience, AI agent workflows experience, MCP integrations experience
Nice to Have
Experience in technical support, Experience in customer-facing technical roles, Experience building and scaling technical support functions in high-growth B2B SaaS, Experience building and scaling technical support functions in CX, Experience building and scaling technical support functions in AI-native environments
What You'll Do.
Lead global 24/7 two-tiered support organization
Own full technical support function
Develop escalation frameworks
Develop tooling strategy
Partner with Engineering
Partner with Customer Solutions
Shape support organization
Surface product intelligence
Drive quality improvements
Leverage Ada's AI platform
Improve team productivity
Set standard for AI-native support operations
Champion Ada's platform
Own end-to-end technical support KPI framework
Track escalation rates
Track deflection rates
Build escalation framework
Connect escalation framework to Engineering
Connect escalation framework to Product
Serve as executive escalation point
Build AI-powered workflows
Set AI adoption targets
Conduct regular assessments
Drive continuous improvement in AI embedding
Translate client feedback into bug reports
Represent technical support at leadership level
Contribute to product strategy
Contribute to roadmap prioritization
Instill rigorous backlog hygiene
Instill queue management practices
Leverage observability data
Identify systemic issues
How You'll Work.
Team & Collaboration
Partner with Engineering; Partner with Product; Partner with Customer Solutions; Connect to Engineering; Connect to Product; Translate feedback to Engineering; Strategic connector
Communication Scope
Executive-level storytelling
Process & Methodology
Roadmap prioritization, Backlog hygiene, Queue management
Full Job Description
About Us Ada is an AI customer service company whose mission is to make customer service extraordinary for everyone. We're driven to raise a new standard of quality customer service at scale, enabling enterprise companies to deliver experiences that people love–instant, proactive, personalized, and effortless. Ada is an AI transformation platform and partner—combining strategic expertise with powerful AI agent management technology to accelerate businesses’ AI maturity to keep them ahead of the curve. With Ada, 83% of customer conversations—and counting—are effortlessly resolved through automation, giving teams more time back, companies more resources to focus on growth, and customers more life to focus on what matters most to them. Established in 2016, Ada is a Canadian company that has powered over 5.5 billion interactions for leading brands like Square, YETI, IPSY, and Monday.com, saving millions of hours of human effort. Backed with over $250M in funding from tier-one investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in the management and application of AI in customer service. At Ada, we see growth as a reflection of each individual owner’s personal growth. That’s why our values are rooted in driving progress and continuous improvement. If you’re ambitious and eager to grow, Ada could be the place for you. Learn more at www.ada.cx. About the Role 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
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