Senior Production AI Support Engineer

Ema; Bournemouth; On-site; GBP 90,000 - 130,000; Full time

Job summary

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

You will coordinate across AI behavior, workflow orchestration, and enterprise integrations to keep customers productive and confident in the platform. You will lead incident response, provide RCA-driven fixes, and mentor others while partnering with Engineering, Product, and Implementation to prevent repeat incidents and improve the platform's reliability

Qualifications

• Experience in senior technical support, reliability, or production engineering roles.
• Strong understanding of APIs and integrations across SaaS tools.
• Proven ability to debug complex multi-agent workflows in production.

Responsibilities

• Own customer-reported issues from intake to resolution with SLAs.
• Diagnose and coordinate root-cause analysis for Sev-1/Sev-2 incidents.
• Provide workarounds to unblock customers while engineering fixes are developed.
• Write high-signal incident summaries and feedback to product/engineering.
• Mentor junior engineers and improve on-call runbooks and playbooks.

Skills

APIs & integrations

Distributed systems

Debugging instincts

Incident management

Customer-facing

Tools

AWS

GCP

Azure

Job description

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

You will coordinate across AI behavior, workflow orchestration, and enterprise integrations to keep customers productive and confident in the platform. You will lead incident response, provide RCA-driven fixes, and mentor others while partnering with Engineering, Product, and Implementation to prevent repeat incidents and improve the platform's reliability