Senior Enterprise AI Production Support Engineer

Ema Unlimited; Cardiff; Remote; GBP 70,000 - 100,000; Full time

Job summary

Ema Unlimited Inc. is seeking a Senior Technical Support Specialist to own the health, reliability, and trust of our agentic AI systems in production. You will operate at the intersection of AI behavior, workflow orchestration, and enterprise integrations, acting as a technical owner during critical incidents.

You will partner with Engineering, Product, and Implementation to diagnose issues, provide workarounds, and communicate transparently with customers to prevent trust erosion.

Qualifications

• Diagnose and debug failures in multi-agent AI workflows.
• Provide workarounds and alternate approaches to customers.
• Lead technical ownership during incidents across teams.

Responsibilities

• Escalate to the right teams to resolve issues.
• Maintain calm, factual communication with customers during incidents.
• Ensure learnings from incidents improve product and delivery.

Skills

Production debugging

RCA ownership

Incident management

AI behavior

Workflow orchestration

Enterprise integrations

Customer communication

Job description

Ema Unlimited Inc. is seeking a Senior Technical Support Specialist to own the health, reliability, and trust of our agentic AI systems in production. You will operate at the intersection of AI behavior, workflow orchestration, and enterprise integrations, acting as a technical owner during critical incidents.

You will partner with Engineering, Product, and Implementation to diagnose issues, provide workarounds, and communicate transparently with customers to prevent trust erosion.