Remote - Canada

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, Canva, 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.

Engineering at Ada

AI engineers at Ada have autonomy, ownership, and the mandate to make a large impact with product, design, and ML partners. We build scalable systems and work with LLMs. Staff Engineers set technical standards, act as subject matter experts, raise quality across teams, mentor widely, and lead cross team initiatives that move business outcomes. Our AI agent is powered by the Reasoning Engine, which grounds answers in each customer’s knowledge and policies and composes responses from retrieved context.

Our Role

As a Staff Engineer on the Performance team you focus on Ada’s Reasoning Engine. The engine retrieves the best first party content, grounds the LLM in that context, and generates replies to answer support questions for our clients. You partner with internal and external stakeholders to deliver a roadmap that keeps the engine performant, scalable, and reliable, and you translate technical tradeoffs into clear business impact.

• Own a clear area of the engine. Know our architecture, domain, and data. Pick the right tools and design for current and future load. Share knowledge through searchable docs.
• Lead reviews. Keep tests, observability, SLOs, and SLAs in place and met. Maintain a visible backlog of technical work. Keep dependencies up to date and fix security issues fast. Work with product and design from discovery through iteration.
• Prioritize high leverage work that increases developer velocity, reduces latency, unlocks capabilities, mitigates incident risk, improves onboarding, and results in clear how tos and documentation.
• Mentor across teams. Demo complex ideas. Establish repeatable patterns others adopt. Review designs and PRs beyond your team and stay available to unblock engineers.

About You

• 7+ years in backend or full stack development across the lifecycle
• Built and scaled large distributed systems in production
• Deployed generative AI systems
• Strong grasp of cloud architectures and related technologies
• Designed and maintained APIs for external developers
• Clear communicator who partners across product, design, ML, and GTM
• Proven mentoring and technical leadership

Outcomes

• Higher Automated Resolution with reliable, on policy replies
• Roadmap delivered for the Reasoning Engine with strong reliability and performance
• SLOs met with effective SLAs and clear observability
• Lower defects and regressions, current dependencies, no open security vulnerabilities
• Meaningful latency and throughput gains on high traffic paths
• Cross team improvements that lift developer velocity and platform capabilities
• Visible mentoring outcomes and org wide upleveling

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Benefits & Perks

At Ada, you’ll not only build extraordinary products but also thrive in an environment designed for your success. We prioritize your well-being, growth, and work-life balance. Here’s what we offer:

Benefits

• Unlimited Vacation: Recharge when you need to.
• Comprehensive Benefits: Extended health coverage, dental, vision, travel, and life insurance.
• Wellness Account: Empowering you to invest in your overall well-being and lifestyle.
• Employee & Family Assistance Plan: Resources to support you and your loved ones.

Perks

• Flexible Work Schedule: Balance your work and personal life.
• Remote-First, In-Person Friendly: Options to work from home or at our local hub.

The above Benefits and Perks only apply to full-time, permanent employees.

Thank you for your interest in joining us at Ada. Due to the high volume of applications, we will only contact candidates whose qualifications match closely to the requirements of the position. We appreciate the time you have invested in learning more about us.