Remote Senior AI Production Support & Reliability Lead

Ema Unlimited; Crawley; Remote; GBP 90,000 - 120,000; Full time

Job summary

Ema Unlimited seeks a Senior Technical Support Specialist to own the health, reliability, and trust of deployed agentic AI systems in production. You will partner with Engineering, Product, and Implementation to prevent incidents, perform deep debugging, and drive RCA-driven improvements.

This remote, full-time role offers visibility across global teams and a chance to influence product direction while maintaining clear, confident communication with customers.

Qualifications

• 6+ years in senior technical support, reliability, or production engineering roles.
• Experience in AI/automation platforms and incident response.

Responsibilities

• Diagnose failures in multi-agent AI workflows and explain AI behavior (false positives/negatives).
• Lead RCA processes to prevent repeat incidents and influence product roadmap.
• Escalate to the right teams and keep customers informed calmly and clearly during incidents.

Skills

AI platforms

Reliability engineering

Incident management

Customer communication

Tools

AWS

GCP

Azure

Job description

Ema Unlimited seeks a Senior Technical Support Specialist to own the health, reliability, and trust of deployed agentic AI systems in production. You will partner with Engineering, Product, and Implementation to prevent incidents, perform deep debugging, and drive RCA-driven improvements.

This remote, full-time role offers visibility across global teams and a chance to influence product direction while maintaining clear, confident communication with customers.