Senior Production AI Support Engineer

Ema; Woking; On-site; GBP 70,000 - 110,000; 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 diagnose, coordinate, and provide workarounds during Sev-1/2 incidents while collaborating with Engineering, Product, and Implementation teams.

You will handle escalations, debug complex multi-agent workflows, and contribute to RCA feedback loops to improve system resilience and customer trust.

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 knowledge.
• 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.
• Take responsibility for diagnosis, coordination, and closure; provide workarounds to unblock customers while engineering fixes are made.
• Ensure no issue is lost between teams; act as technical owner across multiple teams.
• Debug agentic workflows end-to-end; trace failures across agents, tools, integrations, and humans-in-the-loop.
• Provide clearRoot cause summaries; escalate to the right team to solve and close the issue.
• Communicate during incidents without speculation; rebuild trust with customers through transparency and follow-through.
• Write high-signal bug reports and incident summaries to influence product and roadmap.

Skills

APIs & integrations

Distributed systems

Logs & diagnostics

Escalations & incidents

Customer-facing senior stakeholders

Production reliability

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 diagnose, coordinate, and provide workarounds during Sev-1/2 incidents while collaborating with Engineering, Product, and Implementation teams.

You will handle escalations, debug complex multi-agent workflows, and contribute to RCA feedback loops to improve system resilience and customer trust.