Senior Software Engineer

Ada is an innovative AI customer service company on a mission to transform customer service into an extraordinary experience for everyone. Our goal is to set a new standard in providing scalable, exceptional customer service that is instant, proactive, personalized, and effortless. As a partner and platform in AI transformation, Ada combines strategic expertise with cutting-edge AI agent management technology, helping enterprises enhance their AI capabilities and stay ahead of the market. With Ada, over 83% of customer conversations are efficiently resolved through automation, allowing teams to reclaim valuable time and resources while enabling customers to engage in what truly matters to them. Founded in 2016, Ada has facilitated over 5.5 billion interactions for renowned brands like Square, YETI, Canva, and Monday.com, saving millions of hours of manual effort. With substantial backing of over $250 million in funding from top-tier investors, Ada is a trailblazer in leveraging AI within the customer service landscape. At Ada, we believe that personal growth reflects our collective growth. Our values emphasize progress and continuous improvement. If you are ambitious and eager to develop, Ada may be the perfect fit for you. As a Senior Software Engineer at Ada, you'll have the chance to make a significant impact while collaborating with talented peers who inspire and challenge you. Our pace is fast, and we value ownership and continuous self-improvement, both individually and as a team. You'll work hand-in-hand with product managers, designers, and machine learning scientists, playing a key role in building scalable systems and working with large language models (LLMs). If you are eager to tackle complex challenges and play a crucial role in shaping the future of AI-driven customer support, we would love to meet you About The Role We are searching for a Senior Software Engineer to evolve the core Email platform powering Ada's AI-driven customer support. You will be instrumental in building and scaling systems for email ingestion, routing, SMTP connectors, Sendgrid integrations, and smooth transitions into customer support tools like Zendesk and Salesforce. This position is ideal for someone who thrives on solving complex distributed systems challenges, values reliability, and is motivated to develop a fundamental product area used by enterprise clients. About You 6 to 8+ years of experience in backend-focused full-stack engineering within production environments. Proficiency in Python, Node.js, TypeScript, and service-oriented architecture. Experience in building or scaling message-based or event-driven systems. Familiarity with email protocols (SMTP, IMAP, DNS records) or a willingness to quickly acquire knowledge. A solid understanding of distributed systems, reliability, and observability. A track record of owning projects end-to-end and effectively communicating with cross-functional teams. A collaborative, pragmatic mindset and comfort in navigating ambiguous problem spaces. Nice to Have Experience with Sendgrid, Zendesk, or similar support platforms. Exposure to AI or LLM-powered products. Background in security or threat-modeling. Outcomes Designing, building, and maintaining core Email platform components, including ingestion pipelines and routing logic. Leading architectural efforts to streamline and unify various email implementation paths. Enhancing reliability, observability, and performance across all email flows. Addressing and resolving intricate production issues related to threading, routing, and third-party integrations. Working closely with Product, CX, Security, and AI teams to deliver high-quality features. Mentoring fellow engineers and promoting engineering best practices across the team. Why Ada Contribute in a high-impact domain used by leading global brands. Collaborate with friendly engineers who prioritize quality and ownership. Help define the future of how companies support their customers through AI. The above benefits apply only to full-time, permanent employees. We appreciate your interest in joining Ada. Due to the high volume of applications, we will only contact candidates whose qualifications closely match the requirements. Thank you for dedicating your time to learn about us.