Senior Support Specialist- UK

Ema Unlimited
London
Workplace: RemoteFull timeFunction: IT Support & HelpdeskExperience: 6+ yearsSkills: ["Debugging","Ownership","Calm during incidents","Communication","Judgment"]

Own the health, reliability, and trustworthiness of deployed agentic AI systems in production. Diagnose and resolve Sev 1/2 issues across multi-agent workflows, orchestration, enterprise integrations, AI behavior, and customer configuration—providing workarounds while Engineering fixes issues. Lead end-to-end production debugging and calm, transparent customer communication, then feed high-signal incident learnings into Engineering and Product through RCA and improved runbooks.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Ema Unlimited
Ema Unlimited
3 days ago

Senior Support Specialist- UK

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 4 hours agoStatus: Live

Job Summary

Own the health, reliability, and trustworthiness of deployed agentic AI systems in production. Diagnose and resolve Sev 1/2 issues across multi-agent workflows, orchestration, enterprise integrations, AI behavior, and customer configuration—providing workarounds while Engineering fixes issues. Lead end-to-end production debugging and calm, transparent customer communication, then feed high-signal incident learnings into Engineering and Product through RCA and improved runbooks.
Location: London
Workplace: Remote
Employment Type: Full time
Job Function: IT Support & Helpdesk
Seniority: Mid level

Key Responsibilities

  • •Own customer-reported production issues from intake to resolution under SLAs, coordinating diagnosis, closure, and customer-unblocking workarounds.
  • •Debug agentic AI workflows end-to-end by tracing failures across agents, tools, integrations, and humans-in-the-loop.
  • •Resolve Sev 1/Sev 2 client incidents, provide actionable root-cause summaries, and escalate to the right teams while maintaining calm, factual customer communication.
  • •Communicate during incidents without speculation, explain AI failures clearly, set realistic recovery timelines, and rebuild trust post-incident.
  • •Write high-signal bug reports and incident summaries and improve runbooks, playbooks, diagnostics, and escalation clarity.

Key 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, and logs/traces/diagnostics.
  • •Experience handling escalations and incidents with customer stakeholders.
  • •Ability to support production debugging across AI behavior, workflow orchestration, and integrations, with calm ownership during Sev 1/2 incidents.
Experience:6+ yearsEnterprise SaaSAI automationAgentic systemsWorkflow orchestration24x7 systems
Skills:DebuggingOwnershipCalm during incidentsCommunicationJudgment
Tech Stack:APIsIntegrationsDistributed systemsLogsTracesDiagnosticsAWSGCPAzure

Company Brief

Ema Unlimited
Builds an enterprise agentic AI platform (Ema) that creates AI employees to automate complex workflows across customer support, HR, finance and other functions, with a focus on security, compliance, and model fusion for high accuracy.
Industry: AI & Machine Learning
Company Size: Medium (51 to 250 employees)
Growth: Early Stage Startup
Funding: Series A
Headquarters: San Francisco, United States
Founded: 2023
Glassdoor
Glassdoor: 1.5
WebsiteLinkedInGlassdoor