Senior Support Specialist- UK

ABOUT EMA Ema builds AI Employees for HR, IT and Finance. Our AI Employees take on the busy work across the employee experience, from recruiting, onboarding and benefits to IT support, invoice processing and payroll, so people can spend their time on work that needs them. Founded by former executives from Google, Coinbase, Flipkart, and Okta, our team includes engineers from premier tech companies and graduates of Stanford, MIT, UC Berkeley, CMU, and IITs. We are backed by industry leading investors including Accel, Naspers/Prosus, Creaegis, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz. Headquartered in Silicon Valley and with offices in London, Bangalore and Vancouver, Ema is at the frontier of what Agentic AI can do in production. We ship real systems that run real business processes at scale. ROLE: SENIOR SUPPORT SPECIALIST (ENTERPRISE AGENTIC AI) Company: Ema Unlimited Inc. Location: London Employment Type: Full-time/Remote     1. ABOUT EMA (WHY EMA) Ema is building the world’s first Universal AI Employee — a production-grade agentic AI platform that automates real enterprise workflows across HR, IT, Finance, and Operations. Ema’s customers do not run demos. They replace mission-critical, manual business processes with agentic AI systems that operate across multiple SaaS tools, APIs, and human-in-the-loop workflows. In this world, support is not reactive. Support is production reliability, trust preservation, and system learning. At Ema, Senior Technical Support Specialists are operators of live AI systems, not ticket handlers.   2. ROLE OVERVIEW The Senior Support Engineer owns the health, reliability, and trustworthiness of Ema’s deployed agentic AI systems in production. This role sits at the intersection of: - AI behavior - Workflow orchestration - Enterprise integrations - Customer trust - Engineering feedback loops This is: ❌ Not L1 / call-center support, ❌ Not a “just escalate to engineering” role, ❌ Not reactive firefighting only This is: A senior technical escalation role, A production debugging and RCA role, A partner to Engineering, Product, and Implementation, A role with real authority during incidents 3. IMPACT OF THE ROLE IMPACT AT EMA - You are the last line of defense between a production issue and customer trust erosion - You prevent small failures from turning into account-level crises - You ensure learnings from incidents improve the product and delivery systemically IMPACT ON CUSTOMERS - Customers trust Ema because issues are handled competently and transparently - AI failures are explained, mitigated, and prevented — not hand-waved - Production stability improves over time, not degrades IMPACT ON YOUR CAREER - You gain rare experience operating agentic AI systems in production - You build deep expertise across AI, integrations, and workflows - You can grow into Reliability Engineering, Implementation Leadership, or Product-facing roles 4. CORE PROBLEMS YOU WILL SOLVE - Diagnosing failures in multi-agent AI workflows - Deeply understanding Ema’s platform and providing workarounds/alternate approaches to customers facing issues - Debugging issues spanning: - AI behavior (false positives / negatives) - Workflow logic - Integrations (HRIS, ITSM, IAM, Finance) - Data quality - Platform configuration - Handling Sev-1 / Sev-2 customer specific incidents calmly under customer pressure - Help Engineering & Product teams Prevent repeated incidents through disciplined RCA - Converting noisy customer complaints into high-signal engineering feedback   5. JOBS TO BE DONE 5.1 PRODUCTION ISSUE OWNERSHIP - Own customer-reported issues from intake to resolution adhering strictly to SLAs - Take responsibility for diagnosis, coordination, and closure; Importantly, provide workarounds to customers to unblock them while engineering fix is made - Ensure no issue is “lost” between teams - Act as technical owner even when multiple teams are involved   5.2 DEBUGGING, DIAGNOSIS & SEV 1/2 ISSUE RESOLUTION - Debug agentic workflows end-to-end - Trace failures across agents, tools, integrations, and humans-in-the-loop - Identify whether issues are caused by: - Model behavior - Prompt / policy logic - Workflow orchestration - Integration constraints - Customer configuration - Provide clear, actionable root cause summaries - Resolve Sev 1 / Sev 2 Client issues; Escalate to the right team to help solve and close the issue. Keep customer communication calm, factual, and confidence-building   5.4 CUSTOMER COMMUNICATION & TRUST - Communicate during incidents without speculation or panic - Explain AI failures in a way customers can understand - Set realistic recovery timelines - Rebuild trust post-incident through transparency and follow-through 5.6 FEEDBACK LOOPS TO ENGINEERING & PRODUCT - Write high-signal bug reports and incident summaries - Advocate for fixes based on customer impact, not noise - Help Product understand real production behavior - Ensure support insights influence roadmap and quality improvement   5.7 SUPPORT OPERATIONS & EXCELLENCE - Improve runbooks, playbooks, and diagnostics - Improve on-call hygiene and escalation clarity - Mentor junior support engineers - Raise the overall support bar at Ema   6. TRAITS WE’RE LOOKING FOR TECHNICAL & DIAGNOSTIC STRENGTH - Excellent debugging instincts - Comfortable operating in ambiguous systems - Able to isolate root cause across layers OWNERSHIP & RELIABILITY MINDSET - Issues do not bounce — they get owned - Calm during incidents - Bias toward permanent fixes JUDGMENT & COMMUNICATION - Knows when to escalate and when not to - Can say “we don’t know yet” credibly - Communicates clearly with both engineers and customers CULTURAL FIT - Low ego, high accountability - Truth-seeking over blame - Respects both customer urgency and engineering quality     7. REQUIRED 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 - Logs, traces, and diagnostics - Experience handling escalations and incidents - Customer-facing experience with senior stakeholders 8. PREFERRED BACKGROUND - Support or reliability roles in AI / automation platforms - Experience with workflow orchestration or agentic systems - Familiarity with AWS / GCP / Azure - Background in high-availability, 24×7 systems Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits. Ema Unlimited is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.