Senior Enterprise AI Production Support Engineer

Openkrill; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

Ema Unlimited Inc. seeks a Senior Support Specialist to own the health and trustworthiness of production AI systems. You will work across AI behavior, workflows, and enterprise integrations to ensure reliability and customer confidence.

In this role you’ll lead incident responses, drive RCA, and collaborate with Engineering, Product, and Implementation to improve the platform. This is a remote, full-time position with global client coverage.

Qualifications

• Excellent debugging instincts and ability to isolate causes across layers.
• Comfortable operating in ambiguous/multi-tenant production environments.
• Strong understanding of APIs, integrations, and distributed systems.
• Experience handling escalations and incidents with senior stakeholders.

Responsibilities

• Own customer-reported issues from intake to resolution with strict SLAs.
• Provide workarounds to unblock customers while engineering fixes are made.
• Act as technical owner across multiple teams during incidents.
• Write high-signal bug reports and incident summaries for RCA and feedback.

Skills

Debugging instincts

Ambiguity tolerance

Root cause analysis

APIs & integrations

Distributed systems

Tools

APIs

Integrations

Distributed systems

Job description

Ema Unlimited Inc. seeks a Senior Support Specialist to own the health and trustworthiness of production AI systems. You will work across AI behavior, workflows, and enterprise integrations to ensure reliability and customer confidence.

In this role you’ll lead incident responses, drive RCA, and collaborate with Engineering, Product, and Implementation to improve the platform. This is a remote, full-time position with global client coverage.