Senior Enterprise AI Support Engineer

Ema; Leeds; On-site; GBP 65,000 - 90,000; Full time

Job summary

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

You will work at the intersection of AI behavior, workflow orchestration, and enterprise integrations, ensuring production stability and customer trust. You will act as a production-focused escalation point, partnering with Engineering, Product, and Implementation teams, and you will drive incident RCA and long-term improvements to prevent

Qualifications

• 6–9+ years in senior technical support, reliability, or production engineering roles.
• Experience supporting enterprise SaaS platforms in production.
• Strong understanding of APIs, integrations, and distributed systems.
• Proven incident handling and on-call experience.
• Customer-facing experience with senior stakeholders.

Responsibilities

• Own customer-reported issues from intake to resolution with strict SLA adherence.
• Diagnose, coordinate, and provide workarounds during incidents until fixes are deployed.
• Trace failures across agents, tools, integrations, and humans-in-the-loop.
• Provide clear root cause summaries and liaise with Engineering & Product teams.

Skills

Debugging

APIs & Integrations

Distributed systems

Incident management

Customer communication

On-call escalation

Tools

AWS

GCP

Azure

Job description

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

You will work at the intersection of AI behavior, workflow orchestration, and enterprise integrations, ensuring production stability and customer trust. You will act as a production-focused escalation point, partnering with Engineering, Product, and Implementation teams, and you will drive incident RCA and long-term improvements to prevent