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Senior Support Specialist- UK

Ema· Product Management & Design
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RemoteFull-timePosted 2mo ago

About the role

Senior Support Specialist responsible for the health, reliability, and trustworthiness of Ema’s deployed agentic AI systems in production. This role focuses on production debugging, incident management, RCA, and collaboration with Engineering, Product, and Implementation to ensure system reliability and customer trust.

Responsibilities

  • Own customer-reported issues from intake to resolution adhering strictly to SLAs; provide workarounds to unblock customers while engineering fixes are made
  • Debug agentic workflows end-to-end; trace failures across agents, tools, integrations, and humans-in-the-loop
  • Identify root causes across model behavior, prompt/policy logic, workflow orchestration, integrations, and customer configuration; provide clear, actionable root cause summaries
  • Resolve Sev 1 / Sev 2 client issues; escalate to the right team; maintain calm, factual customer communication and confidence-building
  • Communicate during incidents without speculation or panic; explain AI failures in understandable terms; set realistic recovery timelines; rebuild trust post-incident
  • Write high-signal bug reports and incident summaries; advocate for fixes based on customer impact; share insights to influence roadmap
  • Improve runbooks, playbooks, diagnostics, on-call hygiene, and escalation clarity; mentor junior support engineers; raise the overall support bar

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

Skills

Required:Debugging & troubleshootingIncident managementCommunication

Benefits

  • Compensation determined by location, level, knowledge, skills, and experience; some roles may include variable compensation, equity, and benefits
  • Equal opportunity employer; commitment to fair employment practices
Last updated Oct 8, 2026. Interested? Apply on the company site.
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