Remote Senior Production Reliability Engineer

Ema; Greater London; On-site; GBP 85,000 - 120,000; Full time

Job summary

Ema Unlimited Inc. in London is seeking a Senior Technical Support Specialist to own the health, reliability, and trustworthiness of production agentic AI systems. This is a senior, incident-driven role that operates at the intersection of AI behavior, workflows, and enterprise integrations.

You will diagnose complex multi-agent failures, coordinate with Engineering, Product, and Implementation, and guide customers calmly through Sev-1/2 incidents while improving runbooks and diagnostics.

Qualifications

• 6–9+ years in senior technical support, reliability, or production engineering roles.
• Experience supporting enterprise SaaS platforms in production.
• Strong understanding of APIs, integrations, distributed systems, logs, traces, and diagnostics.
• Experience handling escalations and incidents in high-stakes environments.
• Customer-facing experience with senior stakeholders.

Responsibilities

• Own customer-reported issues from intake to resolution adhering to SLAs.
• Diagnose and debug multi-agent AI workflows end-to-end.
• Trace failures across agents, tools, integrations, and humans-in-the-loop.
• Provide clear, actionable root cause summaries and coordinate with engineering teams.
• Communicate during incidents to manage expectations and preserve trust.

Skills

APIs & Integrations

Distributed systems

Logs & diagnostics

Incident management

Customer communication

On-call experience

Tools

AWS

GCP

Azure

Job description

Ema Unlimited Inc. in London is seeking a Senior Technical Support Specialist to own the health, reliability, and trustworthiness of production agentic AI systems. This is a senior, incident-driven role that operates at the intersection of AI behavior, workflows, and enterprise integrations.

You will diagnose complex multi-agent failures, coordinate with Engineering, Product, and Implementation, and guide customers calmly through Sev-1/2 incidents while improving runbooks and diagnostics.