Remote Senior Technical Support Specialist- UK

Ema Unlimited; Ashington; Remote; GBP 70,000 - 110,000; Full time

Job summary

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.

Responsibilities

• 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.

Tools

AWS

GCP

Azure

Job description

with agentic AI systems that operate across multiple SaaS tools, APIs, and human-in-the-loop workflows. Support is production reliability, trust preservation, and system learning . At Ema, Senior Technical Support Specialists are operators of live AI systems , not ticket handlers. The Senior Support Engineer owns the health, reliability, and trustworthiness of Ema s deployed agentic AI systems in production. AI behavior 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 You prevent small failures from turning into account-level crises AI failures are explained, mitigated, and prevented not hand-waved 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 Diagnosing failures in multi-agent AI
workflows AI behavior (false positives / negatives) Data quality Platform configuration Help Engineering & Product teams Prevent repeated incidents through disciplined RCA Converting noisy customer complaints into high-signal engineering feedback Prompt / policy logic Customer configuration Escalate to the right team to help solve and close the issue. Keep customer communication calm, factual, and confidence-building Explain AI failures in a way customers can understand Help Product understand real production behavior Ensure support insights influence roadmap and quality improvement Improve on-call hygiene and escalation clarity Bias toward permanent fixes Respects both customer urgency and engineering quality 6 9+ years in senior technical support, reliability, or production engineering roles Support or reliability roles in AI / automation platforms Familiarity with AWS / GCP / Azure 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.

About Ema

Ema is building the world s leading Agentic AI platform to transform enterprise productivity. We enable organizations to delegate repetitive tasks to Ema, the Universal AI Employee, delivering 10x gains in workforce efficiency, across functions. Founded by former executives from Google, Coinbase, Flipkart, and Okta, our team includes engineers from premier tech companies and graduates of Stanford, MIT, UC Berkeley, CMU, and IITs. Headquartered in Silicon Valley and with offices in London, Bangalore and Vancouver and Bangalore, Ema is at the frontier of what Agentic AI can do in production we ship real systems that run real business processes at scale.

Role: Senior Technical Support Specialist (Enterprise Agentic AI)

Employment Type: Full-time/Remote