Senior Support Specialist- UK

Company: Ema Unlimited Inc.
Location: London
Employment Type: Full-time/Remote

1. About Ema (Why Ema)

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.

Ema’s customers do not run demos. They replace mission-critical, manual business processes with agentic AI systems that operate across multiple SaaS tools, APIs, and human-in-the-loop workflows.

In this world, 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

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.