• Act as first-line technical support for our customers by researching, diagnosing and resolving issues and questions • Investigate escalated tickets and issues to determine proper resolution • Coordinate with Technical teams and Customer Service management to create customer responses for support issues • Evaluate, troubleshoot, replicate and follow up on customer reported issues with Technical teams • Document issues or requests to identify user needs • Replicate, research and document issues for Technical teams to resolve • Engage with Technical and Product teams in order to resolve customer issues and incidents • Create knowledge base documentation in order to ensure operational efficiency • Answer customer email requests, questions and complaints in a timely manner • Become an expert on our suite of tools and website • Perform research and analysis as needed

• Leading Tier 3 escalation management, ensuring complex technical issues, integration failures, and API-related problems are resolved with speed, accuracy, and minimal customer disruption • Leading and developing the most technical subject matter experts (SMEs) for each area of the product, ensuring deep, specialized coverage across the entire platform • Owning technical support for our Enterprise customers, ensuring their most complex and high-stakes issues are prioritized, managed, and resolved to the highest standard • Maintaining best-in-class SLAs for technical escalations and Enterprise support across all support channels and partner integration touchpoints • Establishing quarterly strategy and corresponding KPIs, prioritizing work, and monitoring team performance against technical and operational targets • Driving operational efficiencies that allow the team to resolve prioritized technical issues faster, more effectively, and with fewer resources — including improved diagnostic tooling, runbooks, and knowledge management • Owning the technical escalation path to Engineering, ensuring clean handoffs, strong root-cause analysis, and closed-loop resolution of recurring defects • Managing critical customer escalations to successful outcomes that enable credible reference ability and build trusted customer relationships • Overseeing third-party integrations and partner connections, troubleshooting cross-platform data and connectivity issues, and partnering with external vendors to resolve them • Gathering results, analysis, quality control metrics, client feedback, audit results, and defect trends to monitor, manage, and implement additional training and technical enablement as required • Working collaboratively with Product and Engineering to surface systemic issues, influence the roadmap, and build technical support readiness for new product and integration offerings • Partnering cross-functionally to ensure milestones and deliverables are met on-time and within budget • Leading collaboration and change management with other teams to ensure technical and integration support requirements are successfully created, defined, and approved • Recruiting, developing, and retaining a world-class team of technical support engineers, integrations specialists, and product SMEs

• As the Workforce Management Analyst, you'll own scheduling and real-time analysis (RTA) for a global Support organization. • You'll partner closely with our WFM Lead, who owns long-range forecasting and capacity strategy, and translate those plans into practical schedules and live coverage decisions. • Day-to-day, you'll monitor how the team is tracking against plan, recommend and make real-time adjustments, and surface the intraday signals that keep us ahead of SLA risk. • Build and maintain global schedules that align required coverage with our headcount, skills, and time zones, translating the WFM Lead's capacity plans into workable day-to-day schedules. • Partner with Support Managers to evolve schedules as the team grows, regions expand, and needs change, including managing shift-change and time-off workflows. • Design coverage that supports SLA attainment while preserving the flexibility and autonomy our team values. • Monitor queues and team activity in real time, tracking how we're pacing against schedule and SLA throughout the day. • Make and recommend live adjustments (re-prioritization, coverage shifts, breaks/offline time) to keep service levels healthy as volume and complexity fluctuate. • Build and maintain dashboards that give visibility into coverage health, intraday trends, and emerging risk.

• Triage, troubleshoot, localize and escalate complex client support issues to the Technical Support Engineering teams within agreed-upon SLAs. • Deliver exceptional customer service experience and technical support to our clients. • Support our non-engineering teams in using, debugging, and understanding our platform. • Maintain and improve internal product documentation for the client support team. • Become an Ada product expert and utilize your knowledge to derive structured feature requirements and bug reports from even the most abstract information from our stakeholders.