Senior Agentic AI Production Support Engineer

Ema Unlimited; Newbury; Remote; GBP 90,000 - 120,000; Full time

Job summary

Ema Unlimited is hiring a Senior Technical Support Specialist (Enterprise Agentic AI). The role centers on owning the health and reliability of deployed agentic AI systems in production, including incident handling, RCA, and customer communication.

Remote, full-time position with leadership in engineering collaboration and production troubleshooting. You will partner with Engineering, Product, and Implementation to prevent incidents, improve on-call hygiene, and influence product quality through

Qualifications

• 6+ years in senior technical support, reliability, or production engineering roles.
• Experience with AI/automation platforms is a plus.
• Familiarity with cloud platforms (AWS/GCP/Azure).

Responsibilities

• Diagnose failures in multi-agent AI workflows and agentic systems.
• Lead root cause analysis and post-incident reviews.
• Collaborate with Engineering, Product, and Implementation teams.
• Escalate and communicate findings clearly to customers to maintain trust.

Skills

AI systems troubleshooting

Incident management

Production engineering

Cloud familiarity

Cross-functional collaboration

Education

Bachelor's degree in CS/EE/related

Tools

AWS

GCP

Azure

Job description

Ema Unlimited is hiring a Senior Technical Support Specialist (Enterprise Agentic AI). The role centers on owning the health and reliability of deployed agentic AI systems in production, including incident handling, RCA, and customer communication.

Remote, full-time position with leadership in engineering collaboration and production troubleshooting. You will partner with Engineering, Product, and Implementation to prevent incidents, improve on-call hygiene, and influence product quality through