Senior Software Engineer, Analytics

Ada Support Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Own the end-to-end architecture of Ada’s real-time analytics platform that processes millions of customer-service interactions daily, turning raw conversational data into actionable insights for Fortune 500 clients.
• Design and implement scalable data pipelines (Kafka, Flink, Spark) that ingest, transform, and aggregate events from chatbots, voice calls, email, and social channels with sub-second latency and 99.9 % uptime.
• Build intuitive, high-performance dashboards and APIs that surface KPIs such as CSAT, containment rate, resolution time, and AI accuracy; empower customer-success teams to prove ROI within minutes of deployment.
• Partner with product managers, UX researchers, and data scientists to translate ambiguous business questions into precise technical specifications—then deliver elegant solutions that turn “we think our bot is helping” into “our bot increased CSAT by 18 % last quarter.”
• Lead the migration of legacy batch jobs to a modern, cloud-native stack on AWS (S3, Redshift, Lambda, Glue) while cutting infrastructure costs by 30 % and improving query speed from hours to seconds.
• Champion data quality and governance: establish SLAs, lineage tracking, automated testing, and anomaly detection so stakeholders trust every metric they see.
• Mentor a distributed team of 4–6 engineers through architecture reviews, pair programming, and career-growth plans; foster a culture of psychological safety where bold ideas and constructive dissent thrive.
• Collaborate with security and compliance teams to ensure SOC 2, GDPR, and HIPAA requirements are baked into every layer of the analytics stack, not bolted on afterward.
• Experiment with cutting-edge technologies—vector databases, real-time feature stores, LLM-powered insight generation—to keep Ada two steps ahead of the market.
• Present quarterly tech talks to the entire company, translating complex data concepts into stories that inspire marketers, sales reps, and executives alike.
• Contribute to open-source projects and speak at conferences, raising Ada’s profile as a thought leader in conversational AI and analytics.
• Influence the product roadmap by synthesizing usage patterns and customer feedback into proposals that generate new revenue streams and deepen existing partnerships.
• Maintain a relentless focus on user empathy: remember that behind every chart is a support agent who needs to delight a frustrated customer in real time.

🎯 Requirements

• 5+ years building production-grade data or analytics systems in Python, Scala, or Java, with deep expertise in distributed stream-processing frameworks (Kafka, Flink, Spark Streaming).
• Proven track record designing and operating cloud-native data architectures on AWS (S3, Redshift, Glue, Lambda) with Infrastructure-as-Code (Terraform or CloudFormation).
• Strong SQL skills and experience with columnar data warehouses; familiarity with dbt, Airflow, or similar orchestration tools.
• Demonstrated ability to lead technical initiatives across cross-functional teams, mentor engineers, and drive alignment without formal authority.
• Nice-to-have: experience with conversational AI datasets, real-time anomaly detection, or statistical/ML packages (Pandas, scikit-learn, PyTorch).

🏖️ Benefits

• Fully remote-first culture with quarterly in-person retreats in destinations like Lisbon, Vancouver, or Mexico City.
• Competitive salary plus equity in a fast-growing Series C company valued at over $1.3 B.
• $2,000 annual professional-development stipend for courses, conferences, or certifications.
• Flexible PTO policy with a minimum of 20 days encouraged and a company-wide week off at year-end.

Skills & Technologies

Senior

Remote

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Ada Support Inc.

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About Ada Support Inc.

Ada Support is a Canadian company that provides an AI-driven customer service automation platform. Its technology enables businesses to deploy AI agents across chat, voice, email, and messaging channels to autonomously resolve many customer inquiries. The platform integrates with existing tools, maintains security and compliance standards (e.g. SOC 2, GDPR), and offers analytics for feedback and continuous improvement. Ada’s systems are built to reduce support costs and scale customer interactions without expanding human support teams.

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