Full-Time

Security Infrastructure Engineer

Ada

Ada

501-1,000 employees

AI-powered no-code customer support automation platform

No salary listed

Remote in Canada

Remote

Category
DevOps & Infrastructure (1)
Required Skills
LLM
Datadog
Sentry
Microsoft Azure
Incident Response
Distributed Systems
Threat modeling
Computer Networking
CloudFormation
Vulnerability Analysis
AWS
Terraform
DevOps

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Requirements
  • At least 8 years of experience in cloud, infrastructure, or security engineering roles, including setting technical direction across multiple teams.
  • Deep hands-on experience with at least one major cloud provider, preferably Amazon Web Services; Azure experience is a plus.
  • Strong experience designing and securing cloud identity and access management, networking, secrets management, and distributed systems at scale.
  • Extensive experience with infrastructure as code, such as Terraform or CloudFormation, and policy as code.
  • Experience building or operating detection and response systems, including security information and event management, cloud security posture management, cloud infrastructure entitlement management, and cloud security monitoring.
  • Experience or a strong point of view on securing large language model and agentic artificial intelligence systems, including guardrails, safe tool use, and failure isolation.
  • A track record of turning recurring security and infrastructure requests into self-service tooling and retiring ticket queues.
  • Ability to translate compliance and risk requirements into technical implementations.
  • Ability to influence architecture and engineering decisions across teams and mentor senior engineers through design reviews and hands-on guidance.
  • Ability to operate independently, own long-term technical initiatives, and participate in security-relevant on-call.
  • Experience with security technologies across cloud, network, identity, endpoint, and application layers in public, private, and hybrid environments.
  • Knowledge of zero trust and least-privilege principles, threat modeling, cloud security reference architectures, and security guardrails.
  • Experience with cloud-native security services, security information and event management, cloud security posture management, cloud infrastructure entitlement management, endpoint detection and response, data loss prevention, and vulnerability management platforms.
  • Experience with secure coding standards, security review practices, and threat modeling for agentic features.
  • Experience with security observability, detection, alerting, and response for cloud platforms, including Datadog and Sentry.
  • Experience engineering automated response and remediation workflows using cloud-native automation, security orchestration, automation and response, and infrastructure as code.
  • Experience leading cloud security incident investigations and participating in security-relevant on-call.
  • Experience embedding security into continuous integration and continuous delivery pipelines, platform tooling, and deployment workflows using policy as code and automated guardrails.
  • Knowledge of NIST SP 800-53, PCI DSS, CIS Benchmarks, and AWS Well-Architected, and the ability to translate these frameworks into enforceable technical controls.
  • Experience with vendor and dependency security reviews, least-privilege access, audits, risk assessments, and evidence collection.
Responsibilities
  • Own cloud and platform security end to end across Amazon Web Services and Azure, including the security of the agentic artificial intelligence platform.
  • Architect, design, and operate security technologies across cloud, network, identity, endpoint, and application layers.
  • Define cloud security reference architectures, threat models, and guardrails aligned with zero trust and least-privilege principles.
  • Own the technical lifecycle of security tooling, including cloud-native security services, security information and event management, cloud security posture management, cloud infrastructure entitlement management, endpoint detection and response, data loss prevention, and vulnerability management platforms.
  • Build safety guardrails into the platform so unsafe agent actions cannot reach customers.
  • Partner with the Reasoning Engine and Playbooks teams on safe agent behavior.
  • Set security standards within Product Development, including secure coding standards, review practices, and threat modeling for new agentic features.
  • Establish security observability with detection, alerting, and response for the platform, integrated with Datadog and Sentry.
  • Engineer automated response and remediation workflows using cloud-native automation, security orchestration, automation and response, and infrastructure as code.
  • Lead cloud security incident investigations, participate in security-relevant on-call, and incorporate incident learnings into tooling.
  • Turn recurring security and infrastructure requests, such as access provisioning and environment setup, into self-service tooling.
  • Embed security into continuous integration and continuous delivery pipelines, platform tooling, and deployment workflows using policy as code and automated guardrails.
  • Translate security and regulatory frameworks into enforceable technical controls.
  • Lead the engineering side of vendor and dependency security, including reviews, least-privilege access, and reducing overlapping tools.
  • Support audits, risk assessments, and evidence collection with internal compliance teams and external assessors.
  • Serve as the subject matter expert for cloud and platform security and its relationship to business-critical systems.
  • Mentor security and platform engineers through documentation, design reviews, and hands-on guidance.
  • Make architectural decisions that shape long-term security posture and platform scalability.
  • Own secure-by-default infrastructure for the agentic platform across Amazon Web Services and Azure, including identity, secrets management, network boundaries, and access control.
  • Establish secure-by-default cloud security architecture that scales with company growth through automation and preventative controls.
  • Close guardrail gaps that could allow unauthorized agent actions to reach customers.
  • Improve detection, response, and incident readiness across cloud environments.
  • Enable engineering teams to ship faster without compromising security and raise security engineering maturity across the organization.
  • Within the first 90 days, map the current attack surface and access model, ship a self-service replacement for a high-volume manual security request, and close a guardrail gap that allowed unauthorized actions through.
Desired Qualifications
  • Azure experience is a plus.
  • Experience or a strong point of view on securing large language model and agentic artificial intelligence systems.

Ada provides a no-code, AI-native platform for enterprise customer service automation across messaging, voice, and email. It uses a Reasoning Engine, generative AI, and natural language understanding to interpret customer intent and automate workflows, resolving many inquiries. The platform integrates with CRM and e-commerce systems like Salesforce, Zendesk, and Shopify, supports 50+ languages, and can autonomously resolve up to about 83% of conversations, freeing human agents for complex issues. Ada’s goal is to repair broken brand interactions by delivering instant, 24/7 personalized support and turning customer service into a revenue-generating function.

Company Size

501-1,000

Company Stage

Series C

Total Funding

$190.5M

Headquarters

Toronto, Canada

Founded

2016

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Simplify Jobs

Simplify's Take

What believers are saying

  • Medallia partnered with Ada in January 2026, grounding agents in customer data.
  • Ada expanded native LLM support to all 60 languages on April 30, 2026.
  • Voice Playbooks and Coaching rolled out in February 2026, opening expensive channels.

What critics are saying

  • Intercom Fin undercuts Ada with $0.99 resolution pricing and faster deployment.
  • Cognigy and Zendesk bundle comparable enterprise automation, squeezing Ada’s standalone platform.
  • OpenAI and Google agent stacks commoditize customer support automation by 2027.

What makes Ada unique

  • Ada’s unified Reasoning Engine shipped February 2026 across voice, messaging, and email.
  • Ada manages 550+ AI agents and 6.4 billion interactions globally by March 2026.
  • Ada combines no-code workflows with ACX, reducing maintenance for enterprise support teams.

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Benefits

Unlimited Paid Time Off

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Wellness Program

Mental Health Support

Flexible Work Hours

Remote Work Options

Professional Development Budget

Home Office Stipend

Growth & Insights and Company News

Headcount

6 month growth

3%

1 year growth

0%

2 year growth

-1%
Business Wire
Feb 18th, 2026
Ada launches unified Reasoning Engine to power AI agents across all customer service channels

Ada, a customer experience AI company, has launched its unified Reasoning Engine, a single intelligence layer powering AI agents across all customer service channels. The patent-pending technology enables enterprises to design once and deploy across voice, messaging, social and email whilst maintaining consistency. The engine features a dual-reasoning architecture that provides immediate responses whilst handling complex background tasks. Ada has extended automation capabilities to voice channels, traditionally the most expensive service medium, with Playbooks and Coaching now available. Founded in 2016, Ada has deployed over 550 AI agents globally, powering 5.5 billion interactions for brands including Ancestry, Pinterest and Square. The company operates across 85 countries with SOC 2, GDPR, HIPAA and AIUC-1 certification. The unified approach reduces manual maintenance effort whilst improving automated resolution rates and lowering cost-per-contact.

Business Wire
Jan 21st, 2026
Medallia and Ada partner to bridge AI divide with unified customer experience intelligence

Medallia and Ada have announced a strategic partnership combining Medallia's customer experience intelligence with Ada's AI-powered customer service platform. The collaboration aims to bridge the gap between customer insights and automated action, addressing the challenge that only 5% of enterprise AI pilots deliver measurable business impact, according to a 2025 MIT study. The joint solution integrates Ada's AI agent conversations into Medallia's analytics platform, which processes over 8.2 billion records annually. This enables organisations to identify high-friction customer issues and deploy AI-powered automation for complex enquiries whilst maintaining quality safeguards. The partnership allows contact centre leaders to scale AI agents beyond simple use cases to more sophisticated workflows, with outcomes feeding back into Medallia for continuous improvement and measurement.

Leaders Fund
Dec 11th, 2025
Ada raises $19M Series A to automate up to 70% of customer interactions for global brands

Ada, an automated customer service platform, has raised $19 million in Series A funding. The Canadian startup, co-founded by Mike and David, originally began as Volley, a professional networking community, before pivoting to customer support automation. The founders' transition came after repeatedly hearing from customers about customer support challenges at scale. They spent months working as customer support representatives to understand the problem firsthand before building Ada's first version. Ada now helps customers automate up to 70% of customer interactions and has served over 50 million customers worldwide through clients including TELUS, Coinbase and Upwork. The company plans to expand beyond automating inquiries to automating customer actions by integrating with core enterprise systems, aiming to become a global leader in automated customer service.

Silicon Republic
Oct 1st, 2025
Irish biotech Aerska out from stealth with $21m for neurology therapies

Aerska has emerged from stealth and announced a $21m seed raise to advance its pipeline of medicines and grow its Irish and UK operations.

FinSMEs
May 7th, 2021
Ada Raises $130M Series C; at $1.2 Billion Valuation - FinSMEs

Ada, a Toronto, Canada-based Automated Customer Experience (ACX) company, raised $130M in Series C financing