Senior Agentic AI Production Reliability Engineer

Ema; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Ema Unlimited Inc. is seeking a Senior Support Engineer to own the health and reliability of production agentic AI systems. You will diagnose multi-agent failures, coordinate across engineering, product, and implementation teams, and provide transparent RCA and customer-ready workarounds.

You will act as a technical owner during incidents, ensuring SLAs are met and learnings improve the platform. Remote-friendly role with global collaboration and enterprise SaaS focus.

Qualifications

• Strong debugging instincts and ability to isolate root causes in complex systems.
• Experience with APIs and integrations in production environments.
• Customer-facing experience with senior stakeholders preferred.

Responsibilities

• Own production incidents from intake to resolution with SLA adherence.
• Diagnose failures across multi-agent workflows, tools, and human-in-the-loop processes.
• Provide clear RCA and workarounds to unblock customers while fixes are implemented.
• Escalate to the right teams and communicate clearly with engineers and customers.

Skills

Debugging

Distributed systems

Customer communication

Ownership mindset

Incident handling

Tools

AWS

GCP

Azure

Job description

Ema Unlimited Inc. is seeking a Senior Support Engineer to own the health and reliability of production agentic AI systems. You will diagnose multi-agent failures, coordinate across engineering, product, and implementation teams, and provide transparent RCA and customer-ready workarounds.

You will act as a technical owner during incidents, ensuring SLAs are met and learnings improve the platform. Remote-friendly role with global collaboration and enterprise SaaS focus.