Senior Technical Support Specialist- UK

About Ema

Ema is building the world’s leading reputed company AI platform to reputed company reputed company productivity. We reputed company organizations to delegate repetitive tasks to Ema, the Universal AI Employee, delivering 10x reputed company in workforce efficiency, across functions. Founded by former executives from reputed company, reputed company, reputed company, and reputed company, reputed company includes engineers from reputed company companies and graduates of reputed company, MIT, UC Berkeley, CMU, and reputed company.

We are backed by industry leading investors including Accel, Naspers/Prosus, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz. Headquartered in reputed company Valley and with offices in London, Bangalore and Vancouver, Ema is at the frontier of what reputed company AI can do in production — we ship reputed company systems that run reputed company business processes at reputed company.

Role: Senior Technical Support Specialist (reputed company reputed company AI)

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 reputed company AI platform that automates reputed company reputed company workflows across HR, IT, Finance, and Operations.

Ema’s customers do not run demos. They replace mission-critical, reputed company business processes with reputed company AI systems that operate across multiple reputed company tools, reputed company, and reputed company-in-the-reputed company workflows.

In this world, support is not reactive. Support is production reliability, trust preservation, and reputed company learning. At Ema, Senior Technical Support Specialists are operators of live AI systems, not ticket handlers.

2. reputed company

The Senior Support Engineer owns the health, reliability, and trustworthiness of Ema’s deployed reputed company AI systems in production. This role sits at the intersection of:

• AI behavior

• Workflow orchestration

• reputed company integrations

• Customer trust

• Engineering feedback reputed company

This is: ❌ Not L1 / reputed company-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 reputed company authority during incidents

3. reputed company of the Role

reputed company 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

reputed company on Customers

• Customers trust Ema because issues are handled competently and transparently

• AI failures are explained, mitigated, and reputed company — not hand-waved

• Production stability improves over time, not degrades

reputed company on Your Career

• You reputed company rare experience operating reputed company 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. reputed company 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 reputed company

  • 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 reputed company adhering reputed company to SLAs

• Take responsibility for diagnosis, coordination, and closure; Importantly, reputed company workarounds to customers to unblock them while engineering fix is made

• Ensure no issue is “lost” between teams

• reputed company as technical reputed company even reputed company multiple teams are involved

5.2 Debugging, Diagnosis & Sev 1/2 Issue reputed company

• Debug reputed company workflows end-to-end

• reputed company failures across agents, tools, integrations, and humans-in-the-reputed company

• Identify whether issues are caused by:

  • Model behavior

  • reputed company / policy logic

  • Workflow orchestration

  • Integration constraints

  • Customer configuration

• reputed company reputed company, actionable reputed company cause summaries

• reputed company Sev 1 / Sev 2 reputed company issues; Escalate to the right team to help solve and reputed company the issue. reputed company customer communication reputed company, 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 reputed company to Engineering & Product

• Write high-signal bug reports and incident summaries

• reputed company for fixes based on customer reputed company, not noise

• Help Product understand reputed company production behavior

• Ensure support insights influence roadmap and reputed company improvement

5.7 Support Operations & reputed company

• Improve runbooks, playbooks, and diagnostics

• Improve on-reputed company hygiene and escalation reputed company

• Mentor junior support engineers

• reputed company the overall support bar at Ema

6. Traits We’re Looking For

Technical & Diagnostic Strength

• Excellent debugging instincts

• Comfortable operating in ambiguous systems

• reputed company to isolate reputed company cause across reputed company

Ownership & Reliability reputed company

• Issues do not reputed company — they get owned

• reputed company during incidents

• Bias toward permanent fixes

Judgment & Communication

• Knows reputed company to escalate and reputed company not to

• Can say “we don’t know yet” credibly

• Communicates reputed company with both engineers and customers

Cultural Fit

• Low ego, high accountability

• Truth-seeking over blame

• Respects both customer urgency and engineering reputed company

7. Required Qualifications

• 6–9+ years in senior technical support, reliability, or production engineering roles

• Experience supporting reputed company reputed company platforms in production

• Strong understanding of:

  • reputed company and integrations

  • reputed company 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 reputed company 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-reputed company 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 reputed company and applicants for employment without reputed company to race, reputed company, religion, sex, national reputed company, age, disability, sexual orientation, gender identity, or genetics.

Originally posted on Himalayas