About Ema Role: Senior Technical Support Specialist (Enterprise Agentic AI)
Company: Ema Unlimited Inc. Location: London Employment Type: Full-time/Remote 1. About Ema (Why Ema) Universal AI Employee — a production-grade agentic AI platform that automates real enterprise workflows across HR, IT, Finance, and Operations. mission-critical, manual business processes with agentic AI systems that operate across multiple Saa S tools, APIs, and human-in-the-loop workflows. support is not reactive . Support is production reliability, trust preservation, and system learning . At Ema, Senior Technical Support Specialists are operators of live AI systems , not ticket handlers. 2. Role Overview 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: 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 last line of defense between a production issue and customer trust erosion Impact on Customers issues are handled competently and transparently Impact on Your Career agentic AI systems in production Reliability Engineering, Implementation Leadership, or Product-facing roles 4. Core Problems You Will Solve multi-agent AI workflows high-signal engineering feedback 5. Jobs To Be Done 5.1 Production Issue Ownership 5.2 Debugging, Diagnosis & Sev 1/2 Issue Resolution 5.4 Customer Communication & Trust 5.6 Feedback Loops to Engineering & Product customer impact , not noise 5.7 Support Operations & Excellence 6. Traits We’re Looking For Technical & Diagnostic Strength Ownership & Reliability Mindset Judgment & Communication Cultural Fit 7. Required Qualifications
6–9+ years in senior technical support, reliability, or production engineering roles
enterprise Saa S platforms in production 8. Preferred Background
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