Remote Senior AI Production Reliability Engineer

Ema Unlimited; Ashington; À distance; GBP 70 000 - 110 000; Plein temps

Résumé du poste

Ema Unlimited is building the world’s leading Agentic AI platform to transform enterprise productivity. The Senior Technical Support Specialist will own the health, reliability, and trustworthiness of deployed agentic AI systems, acting as a production engineer and escalation partner to Engineering, Product, and Implementation teams.

You will diagnose failures, explain AI behavior, and drive RCAs to prevent repeat incidents, while maintaining calm and factual communication with customers.

Qualifications

• 6+ years in senior technical support, reliability, or production engineering roles.
• Experience with AI/automation platforms is a plus.
• Ability to work across live AI systems and complex incident scenarios.

Responsabilités

• Diagnose failures in multi-agent AI workflows and explain AI behavior to stakeholders.
• Coordinate RCAs and prevent incidents through proactive measures.
• Configure platforms and integrations to improve reliability and trust in production systems.
• Escalate to the right teams and communicate clearly with customers.
• Improve on-call hygiene and escalation clarity; drive permanent fixes.
• Inform Product and Engineering teams with production insights to guide roadmap.

Outils

AWS

GCP

Azure

Description du poste

Ema Unlimited is building the world’s leading Agentic AI platform to transform enterprise productivity. The Senior Technical Support Specialist will own the health, reliability, and trustworthiness of deployed agentic AI systems, acting as a production engineer and escalation partner to Engineering, Product, and Implementation teams.

You will diagnose failures, explain AI behavior, and drive RCAs to prevent repeat incidents, while maintaining calm and factual communication with customers.