At Ada our mission is to make customer service extraordinary for everyone and our vision is a world where every customer interaction is resolved by AI. Ada is an AI-powered customer service automation platform that makes it easy for businesses to automatically resolve the greatest number of customer service conversations — across channels and languages - with the least amount of effort.
Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Wealthsimple, Canva, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide. For more information, visit www.ada.cx
DevOps Responsibilities
- Following cloud-based architectures that meet availability, scalability, and security requirements
- Partner with security engineers to develop plans and automation to respond urgently and safely to new risks and vulnerabilities
- Ensure High Availability and execute Disaster Recovery tests
- Implement OS tuning, optimization, and system requirements for vertical/horizontal scaling
- Support the critical infrastructure (compute, data, LLMs) used to operate Ada’s product
- Implementation and management of AWS infrastructure components such as VPCs, EC2, S3, EKS, CloudFront, etc with a focus on security
- Identify bottlenecks, opportunities for optimization, and capacity demands
Security Responsibilities
- Applies a strong understanding of security principles, practices, and technologies in order to maintain and improve upon Ada’s overall security posture within engineering
- Participates as a primary operator or administrator of select systems and tools relevant to Ada’s security operations (e.g. AWS WAF, CrowdStrike, CloudFlare Zero Trust, etc.)
- Participates as a primary contributor to the detection and remediation of infrastructure-related security issues, including both event-driven engagements and configuration improvements
- Participates as a primary contributor to project work relevant to improving Ada’s overall security posture
- Participates as a supporting contributor to various routine security functions (e.g. vulnerability disclosure program triaging, vulnerability remediation, incident response, etc.)
- Acts as a security champion within Ada, promoting a culture of security within the organization and empowering individuals to adhere to best practices
General Responsibilities
- Builds functional relationships and collaborates with a limited set of internal and external stakeholders in order to collaborate on engagements resulting in improved security practices and outcomes
- Participates in an on-call rotation enabling 24/7/365 incident response
Outcomes
- Contribute and help lead the design of a foundational, cross-cutting platform to support our engineering organization
- Working closely with the security team to implement and monitor the security of cloud and application environments
- Serve as an indirect member of the security team, spearheading engineering efforts related to the development, deployment, maintenance, and improvement of security-related infrastructure and processes
- Continuously drive improvements in areas like performance, automation, quality, monitoring, and reliability of platforms
- Participating in an on-call rotation for the services the team owns, triaging and addressing production issues
About You
- 4+ years of experience in SRE/DevOps/Infrastructure engineering
- 4+ years of experience in security operations or security engineering
- 2+ years of experience in a cloud environment
- Strong technical leadership skills
- Experience with deploying and securing modern cloud infrastructure environments and adjacent tooling (AWS, Azure, MongoDB, Terraform, Kubernetes, GitOps)
- Hands-on Configuration Management experience with production environments
- Familiarity with containers, bash, Linux, Kubernetes, and Infrastructure-as-Code principles
- Strong motivation and experience to apply automation to reduce operational toil for security and engineering teams
- Demonstrated security knowledge (e.g. CCSP, AWS Certified Security – Specialty)
Benefits
- Competitive salary and generous stock option plan
- Unlimited vacation
- Wellness account
- Extended health coverage
- Dental/optical/travel insurance
- Life insurance
- Employee and family assistance plan
Perks
- Flexible work schedule
- Remote-first, In-person friendly work environment with WFH budget
- Paid parental leave for Canadian and U.S. residents
- Development opportunities
The expected salary range for this position is $106,934 - $139,325. 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.
#LI-NS1
About Us
Ada is a rapidly growing company in a thriving AI ecosystem. We optimize our communication, collaboration, and work ethic for the digital world instead of in-person. We are building the workplace of the future to build the customer experience of the future. With flexible working hours, together we'll determine a schedule that fits your style and the requirements of your role. We are backed by world-class investors, including Spark, Accel, FirstMark, Bessemer Venture Partners, and Version One. We provide our employees with competitive compensation, great health benefits, and ownership in our company.
We believe that unchecked biases disproportionately impact the most marginalized people in society—including but not limited to BIPOC, LGBTQ2S+ people, immigrants, and people with disabilities. We strongly encourage applications from people with these identities or other marginalized communities, even if you don’t meet every qualification we listed, because members of marginalized communities are less likely to apply if they don’t meet every qualification. We believe that without you, we cannot progress. At Ada, we don’t stand for tokenism. We stand for representation.
Our values are our fundamental driving forces for decision-making. They are the heart of what we stand for and are critical to our next phase of growth. You can learn more about our values and Ada’s founding story on our Careers page.
Everyone has their own unique talents. Even if you don’t meet 100% of the above qualifications, tell us why you’d be a great fit for this role in your application.
Top Skills
What We Do
Built for support teams, Ada's AI-powered customer service automation platform helps enterprises effortlessly resolve their customer inquiries in any language or channel. Since 2016, Ada has powered more than 4 billion automated customer interactions for brands like Meta, Verizon, AirAsia, Yeti, and Square. Born in Toronto, Ada serves companies and their customers worldwide.
Why Work With Us
Join Ada at the forefront of AI-powered customer service.
We’re a team of brilliant and fast-moving minds driven toward defining the future of automation.
Our radically transparent culture energizes and inspires us to continuously raise the bar.
Make an impression. Own it at Ada.
Gallery
