Director, Technical Support

New

AdaAI Customer Service

Remote - CanadaFull-TimeDirector

Salary not disclosed

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Job Details

Experience in technical support or customer-facing technical roles, with recent years in a senior leadership capacity managing multi-tiered teams.
Proven track record building and scaling technical support functions in high-growth B2B SaaS, CX, or AI-native environments.
Deep expertise troubleshooting RESTful APIs, cloud-based services, middleware, and modern authentication mechanisms (OAuth 2.0, JWT).
Proficiency in debugging tools: Postman, Swagger, Datadog, log analysis, and source code review.
Hands-on experience with LLM-based tooling, prompt engineering, AI agent workflows, and MCP integrations.
Demonstrable track record of implementing AI workflows in a support or operations context.
Exceptional people leader with demonstrated ability to build cohesive, high-performing teams across technical disciplines.
Strong cross-functional influencer with ability to earn trust of Engineering and Product.
Excellent communicator capable of shifting between technical depth and executive-level storytelling.
Understanding of enterprise client dynamics.

Champion Ada's own platform for customer support automation while owning the end-to-end technical support KPI framework.
Build and maintain an escalation framework that bridges Tier I and Tier II support.
Build AI-powered workflows and set measurable AI adoption targets for the team.
Act as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions.
Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization.
Instill rigorous backlog hygiene and queue management practices.
Leverage observability data and AI tooling to identify systemic issues.

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