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Lead Technical Writer

Remote - Canada

About Us

Ada is an AI customer experience platform that harnesses the world's most powerful large language models to make customer service extraordinary for everyone. We’re driven to set the new standard for customer service at scale, enabling Enterprise companies to deliver experiences that are instant, proactive, personalized, and effortless. 

Our team is pushing the frontier of AI Agent development, measurement, and management to power quality service experiences that respect everyone’s most valuable asset, time. Giving both customers, and customer service professionals, more quality time back for life’s big & small moments.

Since 2016, Ada is a proudly Canadian company that has powered over 4 billion interactions—automating up to 83% of all customer inquiries—for leading brands like Square, YETI, Canva, and Monday.com saving millions of hours of human effort for people all over the world. 

Backed with over $250M in funding from tier-1 investors including Accel, Bessemer, FirstMark, Spark, and Version One Ventures, Ada is a pioneer in applied AI 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.

Our Role

At Ada, our Lead Technical Writers have complete ownership of our publicly available product documentation, ensuring the delivery of best-in-class materials that empower our customers and stakeholders to maximize their success with Ada’s AI platform. As a Lead Technical Writer, you will play a pivotal role in maintaining the integrity and quality of our content across all our publicly available product documentation as well as transforming our documentation.

You are a detail-oriented, technically proficient writer who not only excels at creating clear and concise documentation but also enjoys getting hands-on with the product. You are comfortable using APIs, testing integrations, and working directly within our AI management platform. You’re eager to dive into installing our SDKs on websites or mobile apps, tweaking configurations, and validating end-to-end user experiences. Your expertise extends beyond writing—you understand the underlying technology that powers our platform and can translate complex technical concepts into digestible and actionable content for various audiences.

You bring a wealth of experience in using Markdown, Git, and other modern documentation tools to create and maintain robust content structures. You have a foundational understanding of CSS, HTML, and JavaScript, which allows you to customize and optimize documentation, making it both interactive and informative. If you are someone who thrives on the intersection of technology and communication, want to work closely with development teams, and want to shape the narrative of Ada’s platform, this role is for you.

Who we are looking for

  • At least 5 years of technical writing experience in a technology-focused organization, with a proven track record of producing high-quality content that effectively communicates complex technical concepts.
  • Hands-on experience working with APIs, testing integrations, and configuring SDKs. You can independently test Ada’s features and validate technical documentation by working directly with the product.
  • A strong understanding of web technologies like HTML, CSS, and JavaScript. While not a developer role, your ability to read, edit, and create code examples will be crucial for creating documentation and to enhance our documentation framework
  • Expertise in using Markdown and familiarity with Git for managing and reviewing documentation, collaborating with engineers, and contributing to code-based documentation projects.
  • Experience supporting cross-functional teams, understanding complex technical concepts, and delivering content that adds value to both technical and non-technical audiences.
  • Proven ability to work with various stakeholders and deliver documentation that aligns with product strategy, customer needs, and technical standards.
  • Self-motivation and a proactive approach to identifying and addressing documentation needs, ensuring that our content remains cutting-edge and highly impactful.
  • Familiarity with AI and machine learning concepts, or a willingness to quickly learn and adapt these concepts into documentation

What you get to do every day

  • Own Documentation Quality: Maintain and continuously improve the style guide, provide templates and master examples, and ensure the documentation structure is intuitive and easy to navigate.
  • Create and Update Content: Develop new content based on evolving customer needs, transform older content to align with current goals, and proactively address gaps such as errors and missing information.
  • Review Content Created by Teams: Serve as a PR reviewer for documentation submitted by Product, Engineering, and other teams. Review release notes, API references, feature documentation, and how-to guides to ensure they meet quality standards and adhere to Ada’s style guide.
  • Support Cross-Functional Teams: Offer guidance to product teams on best practices for documenting new features, providing support in structuring content and offering feedback on UI copy when needed.
  • Own and Develop Key Documentation Sections: Manage general sections that span across the product, including overviews, key concepts, security documentation, and API reference materials like versioning, rate limits, and integration guides.
  • Own the Tool Stack: Oversee the documentation platform, API reference tools, release notes tools, and contribute to automation and process improvement projects around the documentation tooling.
  • Leverage AI Tools: Integrate AI tools to automate repetitive tasks, streamline content creation, and enhance overall efficiency and content quality. Be comfortable experimenting with new technologies and recommending tools that can optimize the way we manage our documentation pipeline.

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 $124,000 to $180,000. 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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