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About the Role
Ema is building the world’s first Universal AI Employee — a production-grade agentic AI platform that automates real enterprise workflows across HR, IT, Finance, and Operations. Support at Ema is production reliability, trust preservation, and system learning. Senior Technical Support Specialists are operators of live AI systems, not ticket handlers.
Responsibilities
- Own customer-reported issues from intake to resolution adhering strictly to SLAs.
- Take responsibility for diagnosis, coordination, and closure; provide workarounds to customers.
- Ensure no issue is lost between teams.
- Act as technical owner even when multiple teams are involved.
- 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, or 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.
- 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.
- Write high-signal bug reports and incident summaries.
- Advocate for fixes based on customer impact.
- Help Product understand real production behavior.
- Ensure support insights influence roadmap and quality improvement.
- Improve runbooks, playbooks, and diagnostics.
- Improve on-call hygiene and escalation clarity.
- Mentor junior support engineers.
- Raise the overall support bar at Ema.
Requirements
- 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.
- Strong understanding of distributed systems.
- Strong understanding of logs, traces, and diagnostics.
- Experience handling escalations and incidents.
- Customer-facing experience with senior stakeholders.
Skills
- AI behavior
- Workflow orchestration
- Enterprise integrations
- Customer trust
- Engineering feedback loops
- Debugging instincts
- Operating in ambiguous systems
- Isolating root cause across layers
- Calm during incidents
- Permanent fixes
- Escalation
- Credible communication
- Truth-seeking
- Customer urgency
- Engineering quality
- AI / automation platforms
- Workflow orchestration
- Agentic systems
- AWS / GCP / Azure
- High-availability, 24x7 systems
Location
- London
Work Type
- Full-time
- Remote
Experience Level
- Senior
About the Company
- Ema is building the world’s leading Agentic AI platform to transform enterprise productivity.
- We enable organizations to delegate repetitive tasks to Ema, the Universal AI Employee, delivering 10x gains in workforce efficiency, across functions.
- Founded by former executives from Google, Coinbase, Flipkart, and Okta, our team includes engineers from premier tech companies and graduates of Stanford, MIT, UC Berkeley, CMU, and IITs.
- We are backed by industry leading investors including Accel, Naspers/Prosus, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz.
- Headquartered in Silicon Valley and with offices in London, Bangalore and Vancouver and Bangalore, Ema is at the frontier of what Agentic AI can do in production — we ship real systems that run real business processes at scale.
Equal Opportunity
- 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.