Remote Senior Technical Support Specialist- UK

Ema Unlimited; Wappenham; Remote; GBP 65,000 - 90,000; Full time

Job summary

Ema Unlimited Inc. seeks a Senior Technical Support Specialist (Enterprise Agentic AI) to own the health, reliability, and trustworthiness of production AI workflows.

This role sits at the intersection of AI behavior, enterprise integrations, and customer trust, requiring calm, precise communication during incidents. You will partner with Engineering, Product, and Implementation to diagnose failures, provide workarounds, and drive RCA outcomes, while preventing issues from eroding customer

Qualifications

• Senior level escalation role with authority to drive incident outcomes.
• Ability to diagnose complex multi-agent AI workflows in production.
• Strong communication with customers during high-pressure incidents.

Responsibilities

• Diagnose failures in multi-agent AI workflows and provide workarounds.
• Debug production issues across AI systems and integrations.
• Escalate to the right teams and communicate updates calmly.
• Collaborate with Engineering, Product and Implementation teams.

Skills

Troubleshooting

Incident management

Customer communication

Cross-functional collaboration

Tools

APIs

HRIS

ITSM

IAM

Finance systems

Job description

world's first Universal AI Employee - a production-grade agentic AI platform that automates real enterprise workflows across HR, IT, Finance, and Operations. Ema's customers do not run demos. They replace mission-critical, manual business processes with agentic AI systems that operate across multiple SaaS tools, APIs, and human-in-the-loop workflows. In this world, support is not reactive . Support is production reliability, trust preservation, and system learning . At Ema, Senior Technical Support Specialists are operators of live AI systems , not ticket handlers.

Role Overview

The Senior Support Engineer owns the health, reliability, and trustworthiness of Ema's deployed agentic AI systems in production. This role sits at the intersection of: AI behavior Workflow orchestration Enterprise integrations Customer trust Engineering feedback loops This is: Not L1 / call-center support, Not a "just elevate to engineering" role, Not reactive firefighting only This is : 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

Impact of the Role

Impact at Ema You are the last line of defense between a production issue and customer trust erosion You prevent small failures from turning into account-level crises You ensure learnings from incidents improve the product and delivery systemically Impact on Customers Customers trust Ema because issues are handled competently and transparently AI failures are explained, mitigated, and prevented - not hand-waved Production stability improves over time, not degrades Impact on Your Career 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

Core Problems

You Will Solve Diagnosing failures in multi-agent AI workflows Deeply understanding Ema's platform and providing workarounds/alternate approaches to customers facing issues Debugging issues spanning: AI behavior (false positives / negatives) Workflow logic Integrations (HRIS, ITSM, IAM, Finance) Data quality Platform configuration Handling Sev-1 / Sev-2 customer specific incidents calmly under customer pressure Help Engineering Importantly, provide workarounds to customers to unblock them while engineering fix is made Ensure no issue is "lost" between teams Act as technical owner even when multiple teams are involved

Debugging, Diagnosis

Escalate to the right team to help solve and close the issue. Keep customer communication calm, factual, and confidence-building

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. We are backed by industry leading investors including Accel, Naspers/Prosus, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz. 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) Company: Ema Unlimited Inc. Location: London Employment Type: Full-time/Remote 1. About Ema (Why Ema) Ema is building the