Senior Production AI Reliability Engineer

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

Job summary

Ema Unlimited is seeking a Senior Support Engineer to own the health and reliability of production agentic AI systems in a fast-growing enterprise SaaS environment. You will act as the technical owner across incidents, coordinate with Engineering, Product, and Implementation, and operate with ownership and urgency to protect customer trust.

In this role you will diagnose complex multi-agent workflows, provide actionable workarounds, and help shape runbooks and learning loops.

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, traces, and diagnostics.
• Experience handling escalations and incidents.
• Customer-facing experience with senior stakeholders.

Responsibilities

• Own customer-reported issues from intake to resolution adhering to SLAs.
• Diagnose and resolve Sev-1/Sev-2 incidents with workarounds.
• Communicate clearly with engineers and customers during incidents.
• Provide high-signal incident summaries to Product and Engineering teams.
• Mentor junior engineers and improve runbooks.

Skills

Senior support

Production engineering

APIs

Distributed systems

Incident management

Customer-facing

Tools

AWS

GCP

Azure

Diagnostics tools

Job description

Ema Unlimited is seeking a Senior Support Engineer to own the health and reliability of production agentic AI systems in a fast-growing enterprise SaaS environment. You will act as the technical owner across incidents, coordinate with Engineering, Product, and Implementation, and operate with ownership and urgency to protect customer trust.

In this role you will diagnose complex multi-agent workflows, provide actionable workarounds, and help shape runbooks and learning loops.