Senior AI Production Support Engineer

Ema; Slough; On-site; GBP 80,000 - 120,000; Full time

Job summary

Ema is seeking a Senior Support Engineer to own health, reliability, and trust of deployed agentic AI systems in production. You will act as the technical owner across incidents, diagnose complex issues, and work with Engineering, Product, and Implementation to prevent repeat incidents.

This role is remote-friendly in the UK, with opportunities to influence product reliability, incident response, and customer trust.

Qualifications

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

Responsibilities

• Own customer-reported issues from intake to resolution adhering to SLAs.
• Provide workarounds to unblock customers while eng fixes are implemented.
• Diagnose and debug multi-agent AI workflows end-to-end; coordinate across teams.

Skills

Senior technical support

Reliability engineering

Production engineering

APIs & integrations

Debugging

Tools

AWS

GCP

Azure

Job description

Ema is seeking a Senior Support Engineer to own health, reliability, and trust of deployed agentic AI systems in production. You will act as the technical owner across incidents, diagnose complex issues, and work with Engineering, Product, and Implementation to prevent repeat incidents.

This role is remote-friendly in the UK, with opportunities to influence product reliability, incident response, and customer trust.