Senior Software Engineer, Email New

Remote - Canada

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 , 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.

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As an Ada engineer, you'll have the autonomy to make a huge impact and the opportunity to work alongside talented peers who challenge and inspire you. We move fast, take ownership, and always strive to improve, both as individuals and as a team. You will partner with product managers, designers, and machine learning scientists and will be responsible for both building scalable systems and working directly with LLMs. If you're excited to solve complex problems and shape the future of AI-driven customer support, we'd love to hear from you.

We're looking for a Senior Software Engineer to help evolve the core Email platform that powers Ada's AI-driven customer support. You'll build and scale the systems responsible for email ingestion, routing, SMTP connectors, Sendgrid integrations, and seamless handoffs into customer support tools like Zendesk and Salesforce.

This role is ideal for someone who enjoys solving complex distributed systems challenges, cares deeply about reliability, and wants to shape a foundational product area used by thousands of enterprise customers.

• 6 to 8+ years of backend-leaning full-stack engineering experience in production environments.
• Strong experience with Python, , TypeScript, and service-oriented architecture.
• Experience building or scaling message-based or event-driven systems.
• Familiarity with email protocols (SMTP, IMAP, DNS records) or willingness to learn quickly.
• Strong understanding of distributed systems, reliability, and observability.
• Ability to own projects end-to-end and communicate clearly with cross-functional partners.
• Collaborative, pragmatic, and comfortable working in ambiguous problem spaces.

• Experience with Sendgrid, Zendesk, or other support platforms.
• Exposure to AI/LLM-driven products.
• Security or threat-modeling experience.

• Design, build, and maintain core Email platform components including ingestion pipelines, routing logic, and threading.
• Lead architectural work to simplify and unify multiple email implementation paths (Direct Email, Email API, SMTP, BYOD, Zendesk handoffs).
• Improve reliability, observability, and performance across all email flows.
• Investigate and resolve complex production issues involving threading, routing, and third-party integrations.
• Collaborate closely with Product, CX, Security, and AI teams to ship high-quality features.
• Mentor other engineers and elevate engineering practices across the team.

• Build in a high-impact domain used by global brands.
• Work with friendly, collaborative engineers who value quality and ownership.
• Shape the future of how companies support their customers through AI.

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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:

• 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.

• 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.