About Ema Role: Senior Technical Support Specialist (Enterprise Agentic AI) Company: Ema Unlimited Inc. Location: London Employment Type: Full-time/Remote 1. About Ema (Why Ema) Universal AI Employee — a production-grade agentic AI platform that automates real enterprise workflows across HR, IT, Finance, and Operations. mission-critical, manual business processes with agentic AI systems that operate across multiple Saa S tools, APIs, and human-in-the-loop workflows. 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 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: 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 last line of defense between a production issue and customer trust erosion Impact on Customers issues are handled competently and transparently Impact on Your Career agentic AI systems in production Reliability Engineering, Implementation Leadership, or Product-facing roles 4. Core Problems You Will Solve multi-agent AI workflows high-signal engineering feedback 5. Jobs To Be Done 5.1 Production Issue Ownership 5.2 Debugging, Diagnosis & Sev 1/2 Issue Resolution 5.4 Customer Communication & Trust 5.6 Feedback Loops to Engineering & Product customer impact, not noise 5.7 Support Operations & Excellence 6. Traits We’re Looking For Technical & Diagnostic Strength Ownership & Reliability Mindset Judgment & Communication Cultural Fit 7. Required Qualifications 6–9+ years in senior technical support, reliability, or production engineering roles enterprise Saa S platforms in production 8. Preferred Background
Remote Senior Technical Support Specialist- Uk in Cardiff employer: Anonymous
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