Remote Senior Technical Support Specialist- UK

Ema Unlimited; Cootham; Remote; GBP 100,000 - 130,000; Full time

Benefits offered by this job

Remote work

Equity

Health insurance

Job summary

Ema Unlimited is building the world s leading Agentic AI platform to transform enterprise productivity. We seek a Senior Technical Support Specialist to own health, reliability and trust of deployed AI systems in production, partnering with Engineering, Product and Implementation.

You will diagnose multi-agent AI failures, drive RCA, and influence product roadmap with production insights while maintaining clear customer communication and on-call robustness.

Qualifications

• Experience with multi-agent AI systems.
• Strong incident management and RCA skills.
• Ability to communicate complex issues clearly to customers.

Responsibilities

• Diagnose failures in multi-agent AI environments.
• Contribute to reliability improvements and incident post-mortems.
• Escalate to engineering teams and help Product with production behavior insights.
• Maintain calm, factual communication with customers during incidents.
• Improve on-call hygiene and escalation clarity.

Skills

AI systems

Incident response

Root cause analysis

Production engineering

Customer communication

Education

Bachelor's in CS/Engineering

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 Ema is building the world s first Universal AI Employee a production-grade agentic AI platform that automates real enterprise workflows across HR, IT, Finance, and Operations. They replace mission-critical, manual business processes