Senior AI Production Support Engineer

Ema; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Ema Unlimited Inc. is seeking a Senior Technical Support Specialist to own the health and trust of deployed agentic AI systems in production. You will work across AI behavior, workflow orchestration and integrations, ensuring production reliability and customer trust.

This role is fully remote within the United Kingdom with opportunities to partner withEngineering, Product, and Implementation teams to resolve Sev-1/Sev-2 incidents and drive RCA-based improvements.

Qualifications

• 6–9+ years in senior technical support, reliability, or production engineering roles.
• Experience supporting enterprise SaaS platforms in production.
• Strong understanding of APIs and integrations, distributed systems, logs and diagnostics.

Responsibilities

• Own customer-reported issues from intake to resolution adhering to SLAs.
• Diagnose and coordinate incident response with engineering and product teams.
• Provide clear root-cause analyses and actionable workarounds for customers.
• Mentor junior engineers and improve runbooks and playbooks.

Skills

APIs & integrations

Distributed systems

Logs, traces, & diagnostics

Incident escalation & management

Customer-facing communication

Tools

AWS

GCP

Azure

Job description

Ema Unlimited Inc. is seeking a Senior Technical Support Specialist to own the health and trust of deployed agentic AI systems in production. You will work across AI behavior, workflow orchestration and integrations, ensuring production reliability and customer trust.

This role is fully remote within the United Kingdom with opportunities to partner withEngineering, Product, and Implementation teams to resolve Sev-1/Sev-2 incidents and drive RCA-based improvements.