• Triage, prioritize, and resolve a high volume of inbound support tickets via phone, email, and ticketing platform within defined SLA windows. • Diagnose and troubleshoot hardware, software, networking, and connectivity issues for end users across multiple client accounts. • Perform remote desktop support, account management (Active Directory / Azure AD), and basic network troubleshooting (DNS, DHCP, VPN). • Document all interactions, resolutions, and recurring issues thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA). • Escalate complex or unresolved issues to Tier 2/3 engineers with clear, detailed handoff notes. • Manage user onboarding and offboarding tasks including device provisioning and access control. • Contribute to the internal knowledge base by capturing common fixes and workarounds. • Maintain professionalism and clear communication with clients throughout the support lifecycle.

• Champion Ada's own platform for customer support automation while owning the end-to-end technical support KPI framework, including SLA design, enforcement, and continuous optimization across all tiers, along with metrics such as CSAT, escalation rates, deflection rates, and SLA adherence. • Build and maintain an escalation framework that bridges Tier I and Tier II support and connects cleanly to Engineering and Product, serving as the executive escalation point for high-severity, high-impact client issues. • Build AI-powered workflows and set measurable AI adoption targets for the team; running regular assessments and driving continuous improvement in how AI is embedded into daily support workflows, with defined success metrics including AI-assisted ticket resolution rate, deflection rate improvement, and time-to-resolution benchmarks. • Act as the strategic connector between Technical Support, Engineering, Product, and Customer Solutions, translating raw client feedback into structured, and actionable bug reports. • Represent technical support at the leadership level, contributing to product strategy and roadmap prioritization as both a practitioner and a thought leader. • Instill rigorous backlog hygiene and queue management practices across the support organization. • Leverage observability data and AI tooling to identify systemic issues before they impact clients at scale.

• Technical Troubleshooting: Develop a deep technical understanding of Ashby capabilities and systems to support diagnosis of technical issues and to drive timely and effective resolutions for customers. Provide comprehensive support regarding the investigation of integration issues, API inquiries, and bug reports. • Expertise in Integrations: Leverage in-depth understanding of integration frameworks and related technologies to troubleshoot and resolve complex integration issues. Proactively identify patterns in customer challenges to recommend product enhancements and streamline integration processes. • Customer Experience: Provide exceptional customer service, ensuring clients feel supported and valued. • Collaboration with Engineering: Work closely with the Ashby Engineering team to escalate issues, share insights, and contribute to the continuous improvement of our products. • Documentation: Create and maintain detailed documentation of support processes, common issues, and solutions to enhance the knowledge base. • Continuous Improvement: Gather, analyze, and relay customer feedback to the engineering team to inform product development and enhancements. • Support Enablement: Share expanding knowledge with the rest of the Support Team to assist with creating holistic understanding of the platform.

Role Description The Senior Technician role provides high-level, white‑glove technical support to executive leadership as VPs and upper executive positions. The position is responsible for leading and overseeing the global video conferencing environment, including architecture design, standardization, and operational excellence. This role serves as the primary technical owner for major board meetings, earnings calls, town halls, and any large important meetings including executives or board members, requiring sensitive setup and ensuring flawless execution. - Provide premium, personalized technical support to executive leadership, including VPs, SVPs, and their assistants. - Ensure confidentiality, discretion, and minimal disruption to executive workflows. - Act as the primary technical owner for coordinating the IT portion of board meetings, Global Town Halls, executive stakeholder sessions, board member meetings, strategic meetings, and public earnings calls. - Plan and execute end-to-end technical readiness, including pre-meeting testing, redundancy planning, live support, and post-event review. - Drive standardization across regions to ensure consistency, reliability, and scalability. - Troubleshoot and resolve problems requiring advanced expertise across endpoints, collaboration tools, networking, identity, and security. - Serve as the highest escalation point for complex, high-impact technical issues. - Guide implementation of projects. - Oversee lifecycle management, upgrades, and performance monitoring. - Own the global video conferencing ecosystem, including architecture design, platform selection, standards, and deployment supervision. - Function as a trusted technical advisor to executives. - Provide assistance with IT processes required for executive needs, including technology recommendations, enforcement of IT Cyber Security guidelines, risk minimization, and ongoing support. Qualifications - Minimum of 7 years of experience in IT support, including senior-level technical support and escalation handling. - College diploma in Information Technology, Computer Science, or a related field required; university degree considered an asset. - Proven experience providing high-level, white-glove technical support to executives and leadership, including VPs, SVPs, and senior stakeholders. - Strong technical expertise in video conferencing platforms, including Microsoft Teams, Notify, or similar collaboration tools, with hands-on experience supporting conference room technologies and video conferencing hardware such as cameras, microphones, speakers, and audio amplifiers. - Experience owning or supporting global video conferencing environments, including standardization, operational excellence, and end-to-end support for high-visibility meetings. - Strong coordination skills with local IT staff, cross-functional teams, infrastructure, security, AV vendors, and regional teams across different locations and time zones. - Sound judgment in handling executive incidents, including knowing when to intervene, escalate, or remediate issues that may impact business continuity, reputation, and operational effectiveness. - Excellent written and oral communication skills in both English and French; Spanish is an asset. - This position requires proficiency in a language other than French to support customers, employees, or markets located outside the province of Quebec or requiring services in a language other than French – mainly English. Benefits - Join a publicly traded company dual-listed on NYSE and TSX with great potential. - Be part of a workplace where meaningful connections and teamwork are celebrated. - From local to international, be ready to work alongside a diverse group of colleagues. - Benefit from mentorship and continuous development opportunities. - Take advantage of our attractive benefits packages.