Senior Agentic AI Production Support Engineer

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

Job summary

Ema Unlimited is seeking a Senior Technical Support Specialist (Enterprise Agentic AI) to own the health and trust of production AI systems. This is a senior technical escalation role, coordinating with Engineering, Product, and Implementation to resolve incidents.

You will diagnose failures across AI behavior, workflows, and integrations (HRIS, ITSM, IAM, Finance), provide workarounds, and communicate clearly with customers under pressure, while ensuring learnings improve the platform.

Qualifications

• Experience diagnosing failures in multi-agent AI workflows.
• Ability to provide workarounds during incidents while coordinating with multiple teams.
• Strong communication under pressure to customers and internal teams.

Responsibilities

• Own the health, reliability, and trust of production AI systems.
• Diagnose failures across AI behavior, workflow logic, and integrations.
• Escalate to the right teams and provide timely updates to customers.

Skills

Troubleshooting

Incident management

Cross-functional collaboration

Customer communication

Job description

Ema Unlimited is seeking a Senior Technical Support Specialist (Enterprise Agentic AI) to own the health and trust of production AI systems. This is a senior technical escalation role, coordinating with Engineering, Product, and Implementation to resolve incidents.

You will diagnose failures across AI behavior, workflows, and integrations (HRIS, ITSM, IAM, Finance), provide workarounds, and communicate clearly with customers under pressure, while ensuring learnings improve the platform.