Technical Support Advisor

7 days ago

Remote Australia Ada Full time $90,000 - $120,000 per year
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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