Senior Technical Support Specialist (Remote)

Salary: £52,000 - 92,000 per year

Requirements:

• 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
• Excellent debugging instincts and ability to isolate root causes across system layers
• Comfort operating in ambiguous systems
• Sound judgment about when to escalate, calmness during incidents, and clear communication with engineers and customers
• Preferred: Support or reliability experience in AI or automation platforms
• Preferred: Experience with workflow orchestration or agentic systems
• Preferred: Familiarity with AWS, GCP, or Azure
• Preferred: Background with high-availability, 24×7 systems

Responsibilities:

• Own customer-reported issues from intake through resolution, adhering to SLAs and coordinating across teams
• Diagnose issues, provide workarounds to unblock customers, and ensure issues are not lost between teams
• Debug agentic workflows end to end and trace failures across agents, tools, integrations, and human-in-the-loop processes
• Identify whether issues stem from model behavior, prompt or policy logic, workflow orchestration, integration constraints, or customer configuration
• Resolve or coordinate resolution of Sev-1 and Sev-2 incidents, provide root-cause summaries, and communicate calmly and clearly with customers
• Explain AI failures, set realistic recovery timelines, and rebuild customer trust through transparent follow-through
• Write high-signal bug reports and incident summaries, advocate for customer-impact-driven fixes, and share production insights with Product and Engineering
• Improve runbooks, playbooks, diagnostics, on-call practices, and escalation clarity
• Mentor junior support engineers and help raise the overall support standard

Technologies:

• Agentic AI
• AI
• AWS
• Azure
• GCP
• Support
• SEV
• Cloud
• IAM
• ITSM

More:

We are Ema Unlimited Inc., building an agentic AI platform that automates enterprise workflows and helps organizations improve workforce efficiency. Our customers use Ema for mission-critical business processes across HR, IT, Finance, and Operations. Founded by former executives from Google, Coinbase, Flipkart, and Okta, our team includes engineers from leading technology companies and graduates of Stanford, MIT, UC Berkeley, CMU, and IITs. We are backed by Accel, Naspers/Prosus, Section32, and angel investors including Sheryl Sandberg and Dustin Moskovitz. Headquartered in Silicon Valley, we have offices in London, Bangalore, and Vancouver. This is a full-time, remote Senior Technical Support Specialist role based in London, focused on production reliability and customer trust rather than call-center support. The role offers experience operating agentic AI systems in production and opportunities to grow into Reliability Engineering, Implementation Leadership, or product-facing roles. Compensation depends on location, level, job-related knowledge, skills, and experience; some roles may include variable compensation, equity, and benefits. We are an equal opportunity employer.

last updated 40 week of 2026