Top Benefits
About the role
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
Everyone at Ada is an “Ada Owner”, this refers not just to the fact that you share in the equity, but also the expectation we have of you, and the agency you are given, to influence and shape our technical roadmap. True to our value of “Always Be Improving”, we are a team of folks who have the drive to grow themselves, and others around them, resulting in a challenging, but fulfilling environment.
With AI and LLMs central to our business, staying proficient and evolving alongside advancements in this field is crucial for success.
The Role
As an Engineering Manager overseeing Ada’s DevOps and Infrastructure team, you will lead a group of 6-8 talented engineers who build and operate the foundation that keeps Ada’s platform reliable, secure, and scalable. Your team enables product engineers to move quickly and confidently by providing world-class infrastructure, observability, automation, and developer productivity tooling, ensuring Ada continues to deliver exceptional AI-powered customer support at scale.
You’ll collaborate with product, design, and engineering teams to deliver reliable systems and developer platforms, while fostering a high-performing engineering culture built on accountability, growth, and continuous improvement.
About You
- Excited by the challenges of scaling and operating cloud infrastructure that powers millions of customer conversations.
- Have a strong DevOps and platform mindset, balancing delivery speed with long-term system maintainability.
- Thrive on enabling engineers to be productive through automation, CI/CD pipelines, observability, and great developer tooling.
- Lead with a coaching and growth mindset, taking pride in helping others develop their skills while holding teams accountable for outcomes.
- Adept at fostering collaboration across internal teams to ensure reliability, security, and scalability needs are met.
- A strong communicator, capable of aligning technical and non-technical stakeholders.
- Deeply customer-obsessed, focused on making Ada’s platform resilient, secure, and high-performing.
Outcomes
Coaching
- Manage and support a team of 6-8 DevOps engineers.
- Conduct regular 1:1s to align on goals, challenges, and feedback.
Act as a coach and sponsor, amplifying your team’s voice and celebrating successes. - Foster a collaborative and high-performing team culture, ensuring individual and team growth.
Planning and Execution
- Collaborate with Engineering Leadership, Product Management and other stakeholders to define and prioritize infrastructure and reliability roadmaps.
- Support the team in prioritizing, planning, and managing upcoming infrastructure and tooling work items.
- Identify and communicate risks with stakeholders early.
- Proactively identify and mitigate risks while ensuring the timely delivery of high-quality outcomes.
- Champion infrastructure, observability, automation, and a culture of continuous improvement.
- Conduct Root Cause Analyses to address technology or process inefficiencies.
- Ensure that high-priority incidents and bugs are being addressed in a timely manner.
Identify inefficiencies in the team’s operational or development processes and resolve them, or escalate them. - Be supportive of stakeholders outside Engineering upon inquiries.
Hiring
- Understand the staffing needs of the DevOps team and ensure it is set up for success.
- Identify and recruit top talent, ensuring a fair and inclusive hiring process.
- Help improve the hiring process and remove systemic bias.
Strategy
- Evolve Ada’s DevOps practices by improving processes and addressing competency gaps.
- Balance delivery of immediate operational goals with long-term technical and organizational strategies.
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.
About Ada
Ada is an AI customer service company making service extraordinary for everyone. A transformation partner and platform that helps enterprise companies deliver experiences people love by accelerating a businesses’ AI maturity and improving Agent performance. Since 2016, we've powered 5.5 billion interactions for brands like Square, YETI, and Monday.com, saving millions of hours.
Top Benefits
About the role
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
Everyone at Ada is an “Ada Owner”, this refers not just to the fact that you share in the equity, but also the expectation we have of you, and the agency you are given, to influence and shape our technical roadmap. True to our value of “Always Be Improving”, we are a team of folks who have the drive to grow themselves, and others around them, resulting in a challenging, but fulfilling environment.
With AI and LLMs central to our business, staying proficient and evolving alongside advancements in this field is crucial for success.
The Role
As an Engineering Manager overseeing Ada’s DevOps and Infrastructure team, you will lead a group of 6-8 talented engineers who build and operate the foundation that keeps Ada’s platform reliable, secure, and scalable. Your team enables product engineers to move quickly and confidently by providing world-class infrastructure, observability, automation, and developer productivity tooling, ensuring Ada continues to deliver exceptional AI-powered customer support at scale.
You’ll collaborate with product, design, and engineering teams to deliver reliable systems and developer platforms, while fostering a high-performing engineering culture built on accountability, growth, and continuous improvement.
About You
- Excited by the challenges of scaling and operating cloud infrastructure that powers millions of customer conversations.
- Have a strong DevOps and platform mindset, balancing delivery speed with long-term system maintainability.
- Thrive on enabling engineers to be productive through automation, CI/CD pipelines, observability, and great developer tooling.
- Lead with a coaching and growth mindset, taking pride in helping others develop their skills while holding teams accountable for outcomes.
- Adept at fostering collaboration across internal teams to ensure reliability, security, and scalability needs are met.
- A strong communicator, capable of aligning technical and non-technical stakeholders.
- Deeply customer-obsessed, focused on making Ada’s platform resilient, secure, and high-performing.
Outcomes
Coaching
- Manage and support a team of 6-8 DevOps engineers.
- Conduct regular 1:1s to align on goals, challenges, and feedback.
Act as a coach and sponsor, amplifying your team’s voice and celebrating successes. - Foster a collaborative and high-performing team culture, ensuring individual and team growth.
Planning and Execution
- Collaborate with Engineering Leadership, Product Management and other stakeholders to define and prioritize infrastructure and reliability roadmaps.
- Support the team in prioritizing, planning, and managing upcoming infrastructure and tooling work items.
- Identify and communicate risks with stakeholders early.
- Proactively identify and mitigate risks while ensuring the timely delivery of high-quality outcomes.
- Champion infrastructure, observability, automation, and a culture of continuous improvement.
- Conduct Root Cause Analyses to address technology or process inefficiencies.
- Ensure that high-priority incidents and bugs are being addressed in a timely manner.
Identify inefficiencies in the team’s operational or development processes and resolve them, or escalate them. - Be supportive of stakeholders outside Engineering upon inquiries.
Hiring
- Understand the staffing needs of the DevOps team and ensure it is set up for success.
- Identify and recruit top talent, ensuring a fair and inclusive hiring process.
- Help improve the hiring process and remove systemic bias.
Strategy
- Evolve Ada’s DevOps practices by improving processes and addressing competency gaps.
- Balance delivery of immediate operational goals with long-term technical and organizational strategies.
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.
About Ada
Ada is an AI customer service company making service extraordinary for everyone. A transformation partner and platform that helps enterprise companies deliver experiences people love by accelerating a businesses’ AI maturity and improving Agent performance. Since 2016, we've powered 5.5 billion interactions for brands like Square, YETI, and Monday.com, saving millions of hours.