Job description
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.
We’re looking for an experienced cloud engineer to join our development operations (DevOps) team. The DevOps team is responsible for building and maintaining the foundational infrastructure and tools that power Ada. They also focus on improving developer velocity, ensuring operational excellence, and fostering a scalable & healthy engineering organization.
About You
- 5+ years of experience in DevOps, Site Reliability Engineering (SRE), or platform teams.
- Strong motivation and experience in using automation to reduce operational toil for both the DevOps and product engineering teams.
- Hands-on experience managing and scaling data infrastructure.
- Hands-on experience with containers and distributed computing platforms like Kubernetes.
- Experience creating and supporting cloud-based systems at scale (AWS/Azure/GCP), with a strong emphasis on Infrastructure as Code (IaC).
- Strong understanding of a server-side programming language (proficient in one or more of the following languages/tools: Python, and/or bash scripting).
- Experience handling on-call responsibilities for production services.
- Experience managing critical production infrastructure, ensuring reliability and uptime, with a customer-first approach to operational safety.
- Good understanding of DevOps concepts and best practices.
- Experience with MongoDB and horizontally scaling data stores (i.e. sharding).
Nice to Have
- Familiarity with managing and scaling environments with 100s/1000s of nodes.
- Familiarity with ArgoCD and GitOps principles.
- Familiarity with support tooling (PagerDuty, Datadog, Loft, Doppler).
Responsibilities
- Create and support scalable and highly reliable software systems to support our growth.
- Collaborate with product and engineering teams to incorporate reliability into product and feature requirements.
- Continuous analysis of the existing infrastructure from the reliability perspective, centered around removing performance bottlenecks, optimizing the infrastructure, the toolkit, and the workflows involved in running it.
- Support various developer tools and processes (deployments, infrastructure management, among others).
- Work with engineering teams to troubleshoot core infrastructure issues and support teams as a consulted entity for service-specific infrastructure needs.
- Implement DevOps solutions across cloud infrastructure, infrastructure as code, deployments, and platform abstractions.
- Participate in an on-call rotation for the services the team owns, triaging and addressing production issues.
Outcomes
- Contribute to delivering cross-cutting technical solutions that increase efficiency and reduce operational toil within the company.
- Participate in our sprint activities including: planning, demos, and retrospectives.
- Help the DevOps team deliver on our roadmap by owning and executing projects and tasks.
- Enhance the internal developer experience by abstracting non-essential activities from the software development lifecycle.
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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.
- Learning & Development Budget: Invest in your long-term growth goals and skills.
- Work from Home Budget: Equipping you with the tools and support for a seamless remote work experience.
- Access to Cutting-Edge AI Tools: Work with the best AI tech stack in the industry.
- Hands-On with LLMs: Enhance your expertise in leveraging large language models.
- A Thriving Industry: Join the forefront of innovation in AI, shaping the future of technology.
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.
