Senior Production AI Support Engineer (Remote)

Ema Unlimited; Wappenham; Remote; GBP 65,000 - 90,000; Full time

Job summary

Ema Unlimited Inc. seeks a Senior Technical Support Specialist (Enterprise Agentic AI) to own the health, reliability, and trustworthiness of production AI workflows.

This role sits at the intersection of AI behavior, enterprise integrations, and customer trust, requiring calm, precise communication during incidents. You will partner with Engineering, Product, and Implementation to diagnose failures, provide workarounds, and drive RCA outcomes, while preventing issues from eroding customer

Qualifications

• Senior level escalation role with authority to drive incident outcomes.
• Ability to diagnose complex multi-agent AI workflows in production.
• Strong communication with customers during high-pressure incidents.

Responsibilities

• Diagnose failures in multi-agent AI workflows and provide workarounds.
• Debug production issues across AI systems and integrations.
• Escalate to the right teams and communicate updates calmly.
• Collaborate with Engineering, Product and Implementation teams.

Skills

Troubleshooting

Incident management

Customer communication

Cross-functional collaboration

Tools

APIs

HRIS

ITSM

IAM

Finance systems

Job description

Ema Unlimited Inc. seeks a Senior Technical Support Specialist (Enterprise Agentic AI) to own the health, reliability, and trustworthiness of production AI workflows.

This role sits at the intersection of AI behavior, enterprise integrations, and customer trust, requiring calm, precise communication during incidents. You will partner with Engineering, Product, and Implementation to diagnose failures, provide workarounds, and drive RCA outcomes, while preventing issues from eroding customer