Senior Software Engineer, Solutions

Ada Support Inc.

Job Overview

Location

Remote

Job Type

Full-time

Full Job Description

📋 Description

• Shape the future of customer service at Ada, the AI platform trusted by global brands like Meta, Verizon, and AirAsia to automate billions of interactions. As a Senior Software Engineer on the Solutions team, you will architect and deliver custom integrations, data pipelines, and AI-driven features that turn our core product into a bespoke competitive advantage for each enterprise client.
• Own the full lifecycle of high-impact technical projects—from discovery calls with Fortune 500 stakeholders to writing production-grade code, automated tests, and deployment pipelines. You will translate ambiguous business requirements into elegant technical designs that scale to millions of conversations per month.
• Design and build secure, fault-tolerant integrations with CRM, ticketing, telephony, e-commerce, and data-warehouse systems (Salesforce, Zendesk, Twilio, Shopify, Snowflake, etc.). Your code will orchestrate real-time data flows that personalize AI responses and surface actionable insights to customer service leaders.
• Lead technical spikes and proof-of-concepts that push the boundaries of what conversational AI can do: dynamic content generation, proactive support triggers, sentiment-driven routing, and multilingual experiences across 100+ countries.
• Collaborate daily with Solutions Architects, Product Managers, and Customer Success to prioritize roadmap items, scope sprints, and ensure every release moves a key customer KPI—CSAT, containment rate, or cost per contact.
• Champion engineering excellence by establishing patterns for extensible micro-services, rigorous code reviews, and CI/CD best practices. You will mentor junior engineers and contribute to our internal SDKs and tooling that accelerate delivery across all customer pods.
• Instrument everything. You will define SLIs/SLOs, set up distributed tracing, and partner with our SRE team to maintain 99.9% uptime for mission-critical customer workloads. When incidents occur, you lead blameless post-mortems and turn lessons learned into resilient architecture.
• Drive data-driven iteration. Leverage petabytes of conversation logs to A/B test new NLP models, optimize conversation flows, and surface predictive insights that help clients deflect repetitive inquiries before they happen.
• Act as a trusted technical advisor during quarterly business reviews, presenting architecture roadmaps, security posture updates, and ROI metrics to C-level stakeholders. Your ability to translate complex engineering trade-offs into business value will directly influence multi-year contract renewals.
• Contribute to Ada’s open-source initiatives and technical blog posts, sharing patterns for scalable conversational AI and cementing our reputation as thought leaders in the customer service automation space.
• Stay on the cutting edge. Evaluate emerging technologies (vector databases, LLM orchestration frameworks, real-time feature stores) and prototype how they can be responsibly integrated to keep Ada three steps ahead of the market.

🎯 Requirements

• 5+ years of production experience with modern backend languages (TypeScript/Node.js, Python, or Go) and cloud-native architectures on AWS or GCP.
• Proven track record designing and shipping secure RESTful and GraphQL APIs, event-driven systems, and large-scale data pipelines.
• Deep expertise with relational and NoSQL databases (PostgreSQL, DynamoDB, MongoDB) and real-time streaming platforms (Kafka, Kinesis, Pub/Sub).
• Demonstrated ability to own customer-facing deliverables end-to-end, balancing technical rigor with rapid iteration in an agile environment.
• Nice-to-have: hands-on experience with conversational AI platforms, contact-center integrations (Twilio, Genesys), or enterprise SaaS at high scale.

🏖️ Benefits

• Fully remote-first culture with quarterly in-person retreats in cities like Lisbon, Mexico City, and Montreal.
• Competitive salary plus equity in a fast-growing Series C company backed by Accel, FirstMark, and Zendesk.
• Annual $2,000 learning stipend and five dedicated innovation days per quarter to explore new technologies.
• Comprehensive health, dental, and vision coverage from day one, plus a monthly wellness allowance and mental-health support via Modern Health.

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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