Senior Technical Support: Agentic AI Reliability (Remote)

Ema Unlimited

Frimley

Remote

GBP 60,000 - 90,000

Full time

4 days ago

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Job summary

Ema Unlimited seeks a Senior Technical Support Specialist (Enterprise Agentic AI) to own the health, reliability, and trust of our deployed agentic AI systems in production. You will be an operator of live AI systems, not just a ticket handler.

In this full-time role, remote-friendly, you will diagnose failures, perform RCA, escalate to the right teams, communicate calmly with customers, and help shape product and reliability improvements.

Qualifications

6+ years in senior technical support, reliability, or production engineering roles.
Experience with AI/automation platforms.
Familiarity with cloud providers (AWS, GCP, Azure).

Responsibilities

Diagnose AI system failures in production.
Lead incident RCA and post-mortems.
Escalate to the right teams to solve and close issues.
Explain AI failures to customers in clear terms.
Influence product and reliability improvements through insights.

Skills

Senior technical support

Reliability engineering

Incident response

Production systems

AI systems familiarity

Tools

AWS

GCP

Azure

Monitoring tools

Job description

In this full-time role, remote-friendly, you will diagnose failures, perform RCA, escalate to the right teams, communicate calmly with customers, and help shape product and reliability improvements.

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