Senior AI Production Support Engineer

Ema; Cumbernauld; On-site; GBP 65,000 - 95,000; Full time

Job summary

Ema Unlimited Inc. is seeking a Senior Support Engineer to own the health and trustworthiness of deployed agentic AI systems in production.

You will be at the intersection of AI behavior, workflow orchestration, and enterprise integrations, acting as a senior technical escalation point during incidents. You will collaborate with Engineering, Product, and Implementation to diagnose, resolve Sev-1/Sev-2 issues, and provide customers with transparent updates and actionable workarounds while driving

Qualifications

• Excellent debugging instincts.
• Comfortable operating in ambiguous systems.
• Able to isolate root cause across layers.
• Experience with APIs and integrations is a must.

Responsibilities

• Own production issues from intake to resolution with strict SLA adherence.
• Debug agentic workflows end-to-end across agents, tools, integrations, and humans-in-the-loop.
• Provide clear, actionable root-cause summaries and workarounds for customers while engineering fixes are made.
• Write high-signal incident reports and contribute to product/engineering feedback loops.

Skills

Debugging instincts

Ambiguity tolerance

Root-cause isolation

API & integrations knowledge

Tools

AWS

GCP

Azure

Job description

Ema Unlimited Inc. is seeking a Senior Support Engineer to own the health and trustworthiness of deployed agentic AI systems in production.

You will be at the intersection of AI behavior, workflow orchestration, and enterprise integrations, acting as a senior technical escalation point during incidents. You will collaborate with Engineering, Product, and Implementation to diagnose, resolve Sev-1/Sev-2 issues, and provide customers with transparent updates and actionable workarounds while driving