Senior Agentic AI Production Support Specialist

Ema Unlimited; Mansfield; Remote; GBP 60.000 - 100.000; Vollzeit

Zusammenfassung

Ema Unlimited is seeking a Senior Technical Support Specialist (Enterprise Agentic AI) to own the health, reliability, and trust of deployed agentic AI systems in production. You will be an operator of live AI systems, not a ticket handler, and collaborate with Engineering, Product, and Implementation to prevent incidents.

You will diagnose failures in multi-agent AI workflows, translate customer feedback into engineering insights, and influence product quality through RCA.

Qualifikationen

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

Aufgaben

• Diagnose failures in multi-agent AI workflows and explain issues clearly to customers.
• Escalate to the right team to diagnose and close incidents.
• Help engineering and product teams with RCA and system learning improvements.
• Ensure on-call hygiene and accurate, calm customer communications.

Kenntnisse

Senior support

Reliability

AI platforms

Customer communication

Incident management

Tools

AWS

GCP

Azure

Jobbeschreibung

Ema Unlimited is seeking a Senior Technical Support Specialist (Enterprise Agentic AI) to own the health, reliability, and trust of deployed agentic AI systems in production. You will be an operator of live AI systems, not a ticket handler, and collaborate with Engineering, Product, and Implementation to prevent incidents.

You will diagnose failures in multi-agent AI workflows, translate customer feedback into engineering insights, and influence product quality through RCA.