Senior AI Production Reliability Lead

Ema Unlimited; York and North Yorkshire; Remote; GBP 70,000 - 110,000; Full time

Job summary

Ema Unlimited is seeking a Senior Technical Support Specialist to operate live agentic AI systems in production across HR, IT, Finance and Operations. The role owns health, reliability and trust of deployed AI, working closely with Engineering, Product and Implementation to prevent incidents and drive RCA-driven improvements.

You will diagnose multi-agent AI failures, tune AI behavior, manage data quality and platform configuration, and translate customer feedback into actionable engineering

Qualifications

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

Responsibilities

• Diagnosing failures in multi-agent AI systems.
• Managing AI behavior workflows and data quality issues.
• Platform configuration and incident RCA.
• Collaborating with Engineering, Product and Implementation teams.
• Improve on-call hygiene and escalation clarity.
• Translate customer feedback into engineering insights.

Skills

Senior technical support

Reliability engineering

Production engineering

Tools

AWS

GCP

Azure

Job description

Ema Unlimited is seeking a Senior Technical Support Specialist to operate live agentic AI systems in production across HR, IT, Finance and Operations. The role owns health, reliability and trust of deployed AI, working closely with Engineering, Product and Implementation to prevent incidents and drive RCA-driven improvements.

You will diagnose multi-agent AI failures, tune AI behavior, manage data quality and platform configuration, and translate customer feedback into actionable engineering