Security and Infrastructure Engineer - Ada

About Us

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.

About the Role

We are looking for a Security Infrastructure Engineer to own cloud and platform security end to end, architecture, detection and response, and platform enablement across AWS and Azure, including the security of our agentic AI platform. This role is not focused on ticket-driven security work: you will replace manual security work with platform capabilities, build guardrails into the product itself, and set the security bar across Product Development.

What You Will Do

Cloud Security Architecture & Engineering

• Architect, design, and operate security technologies across cloud, network, identity, endpoint, and application layers in public, private, and hybrid environments.
• 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, SIEM, CSPM, CIEM, EDR, DLP, and vulnerability management platforms.

Agentic Platform Security

• Build safety guardrails into the platform itself so failures like an agent bypassing a playbook safeguard cannot reach a customer.
• Partner with the Reasoning Engine and Playbooks teams on agent behavior that is safe by construction.
• Set the security bar inside Product Development: secure-coding standards, review practice, and threat modeling for new agentic features.

Detection, Response & Automation

• Stand up security observability: detection, alerting, and response for the platform, wired into Datadog and Sentry alongside the wider observability push.
• Engineer automated response and remediation workflows using cloud-native automation, SOAR, and infrastructure as code.
• Lead cloud security incident investigations, carry a share of security-relevant on-call, and feed every incident back into tooling so it does not recur.

Self-Serve Security Enablement

• Turn recurring security and infra requests (access provisioning, environment setup) into self-serve tooling — retire the ticket queue rather than staff it.
• Embed security into CI/CD pipelines, platform tooling, and deployment workflows using policy as code and automated guardrails.

Governance, Risk & Compliance Enablement

• Translate security and regulatory frameworks (NIST SP 800-53, PCI DSS, CIS Benchmarks, AWS Well-Architected) into enforceable technical controls.
• Lead the engineering side of vendor and dependency security: reviews, least-privilege access, and cutting overlapping tools from the stack.
• Support audits, risk assessments, and evidence collection with internal compliance and external assessors.

About You

• 8+ years of experience in cloud, infrastructure, or security engineering roles, including experience setting technical direction across multiple teams.
• Deep hands-on experience with at least one major cloud provider, preferably AWS; Azure experience is a plus.
• Strong experience designing and securing cloud IAM, networking, secrets management, and distributed systems at scale.
• Extensive experience with infrastructure as code (Terraform or CloudFormation) and policy as code.
• Experience building or operating detection and response systems including SIEM, CSPM/CIEM, and cloud security monitoring.
• Experience with or a strong point of view on securing LLM and agentic AI systems: guardrails, safe tool use, and failure isolation.
• Strong communicator who can influence architecture and engineering decisions across teams, and mentor senior engineers through design reviews and hands-on guidance.