Senior Support Specialist- UK

The Senior Support Engineer owns the health, reliability, and trustworthiness of Ema's deployed agentic AI systems in production. This role sits at the intersection of: AI behavior Workflow orchestration Enterprise integrations Customer trust Engineering feedback loops This is:

• Not L1 / call-center support,
• Not a "just escalate to engineering" role,
• Not reactive firefighting only This is : A senior technical escalation role, A production debugging and RCA role, A partner to Engineering, Product, and Implementation, A role with real authority during incidents 3. Impact of the Role Impact at Ema You are the last line of defense between a production issue and customer trust erosion You prevent small failures from turning into account-level crises You ensure learnings from incidents improve the product and delivery systemically Impact on Customers Customers trust Ema because issues are handled competently and transparently AI failures are explained, mitigated, and prevented - not hand-waved Production stability improves over time, not degrades Impact on Your Career You gain rare experience operating agentic AI systems in production You build deep expertise across AI, integrations, and workflows You can grow into Reliability Engineering, Implementation Leadership, or Product-facing roles 4. Core Problems You Will Solve Diagnosing failures in multi-agent AI workflows Deeply understanding Ema's platform and providing workarounds/alternate approaches to customers facing issues Debugging issues spanning: AI behavior (false positives / negatives) Workflow logic Integrations (HRIS, ITSM, IAM, Finance) Data quality Platform configuration Handling Sev-1 / Sev-2 customer specific incidents calmly under customer pressure Help Engineering & Product teams Prevent repeated incidents through disciplined RCA Converting noisy customer complaints into high-signal engineering feedback 5. Jobs To Be Done 5.1 Production Issue Ownership Own customer-reported issues from intake to resolution adhering strictly to SLAs Take responsibility for diagnosis, coordination, and closure; Importantly, provide workarounds to customers to unblock them while engineering fix is made Ensure no issue is "lost" between teams Act as technical owner even when multiple teams are involved 5.2 Debugging, Diagnosis & Sev 1/2 Issue Resolution Debug agentic workflows end-to-end Trace failures across agents, tools, integrations, and humans-in-the-loop Identify whether issues are caused by: Model behavior Prompt / policy logic Workflow orchestration Integration constraints Customer configuration Provide clear, actionable root cause summaries Resolve Sev 1 / Sev 2 Client issues; Escalate to the right team to help solve and close the issue. Keep customer communication calm, factual, and confidence-building 5.4 Customer Communication & Trust Communicate during incidents without speculation or panic Explain AI failures in a way customers can understand Set realistic recovery timelines Rebuild trust post-incident through transparency and follow-through 5.6 Feedback Loops to Engineering & Product Write high-signal bug reports and incident summaries Advocate for fixes based on customer impact , not noise Help Product understand real production behavior Ensure support insights influence roadmap and quality improvement 5.7 Support Operations & Excellence Improve runbooks, playbooks, and diagnostics Improve on-call hygiene and escalation clarity Mentor junior support engineers Raise the overall support bar at Ema 6. Traits We're Looking For Technical & Diagnostic Strength Excellent debugging instincts Comfortable operating in ambiguous systems Able to isolate root cause across layers Ownership & Reliability Mindset Issues do not bounce - they get owned Calm during incidents Bias toward permanent fixes Judgment & Communication Knows when to escalate and when not to Can say "we don't know yet" credibly Communicates clearly with both engineers and customers Cultural Fit Low ego, high accountability Truth-seeking over blame Respects both customer urgency and engineering quality 7. Required Qualifications 6-9+ years in senior technical support, reliability, or production engineering roles Experience supporting enterprise SaaS platforms in production Strong understanding of: APIs and integrations Distributed systems Logs, traces, and diagnostics Experience handling escalations and incidents Customer-facing experience with senior stakeholders 8. Preferred Background Support or reliability roles in AI / automation platforms Experience with workflow orchestration or agentic systems Familiarity with AWS / GCP / Azure Background in high-availability, 24×7 systems Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits. Ema Unlimited is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.