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.
As the Director of DevOps Engineering at Ada, you will lead the development and strategy of a high-impact team that enables Ada to deliver world-class customer support experiences to millions of people worldwide. By shaping our multi-cloud infrastructure and development platform, you will directly influence Ada’s ability to scale, innovate, and maintain its leadership in AI-powered customer support. This role offers high visibility with Ada’s executive leadership, positioning you to make a lasting impact and grow into broader leadership opportunities.
About You
- Proven track record of leading and scaling DevOps teams (including managing managers and individual contributors).
- 8+ years in DevOps or related engineering fields, with at least 4+ years in a leadership/director role.
- Hands-on experience designing, implementing, and operating scalable solutions in AWS, Azure, or other major cloud providers.
- Skilled at establishing processes and frameworks for continuous improvement in system performance and reliability.
- Experience aligning infrastructure roadmaps with business objectives and product development strategies with a clear understanding of trade-offs.
- Ability to identify, evaluate, and adopt emerging technologies that enhance scalability and reliability.
- Solid understanding of security best practices and compliance in the cloud (e.g., SOC 2, ISO 27001)
- Proficiency in modern DevOps tooling and practices (e.g., CI/CD pipelines, infrastructure-as-code, containerization, Kubernetes).
- Experience defining, tracking, and improving key operational metrics (e.g., uptime, latency, incident rates).
- Demonstrated ability to hire, mentor, and retain top engineering talent.
- Commitment to fostering a collaborative, high-performance engineering culture.
- Comfortable working with executive leadership to articulate technical challenges and influence business decisions.
- Prior experience evaluating and managing relationships with third-party vendors and technology partners.
Outcomes
- Define and execute Ada’s DevOps strategy across multiple functions, including, but not limited to, Cloud Infrastructure, Developer Productivity, Automation, Observability, and Product Security.
- Work closely with Product Development and GTM leadership to ensure Ada’s infrastructure capabilities align with customer needs and market demands.
- Build, mentor, and scale a high-performing team of individual contributors and people managers, fostering a culture of speed, collaboration, and accountability.
- Partner with senior Engineering leaders to drive an Engineering culture of technical excellence as well as with other senior leaders at Ada to drive business outcomes.
- Oversee the design, implementation, and management of reliable, scalable, and secure multi-cloud infrastructure.
- Shape Ada’s next-generation platform by leveraging emerging technologies and staying ahead of industry trends.
- Act as a strategic Engineering partner to third-party vendors supporting Ada’s critical infrastructure.
- Define and measure operational metrics to continuously improve system performance and reliability.
The expected salary range for this position is $206,000 to $250,000. Actual pay will be determined based on several factors such as past experience and qualifications, geographic location, and other job-related factors permitted by law.
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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.
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