At a Glance
- Tasks: Support and optimise live AI systems, ensuring reliability and trustworthiness.
- Company: Join Ema, a leading Agentic AI platform transforming enterprise productivity.
- Benefits: Competitive salary, equity options, and flexible remote work.
- Other info: Work with top talent from Google and other tech giants in a dynamic environment.
- Why this job: Gain unique experience in AI support and make a real impact on production systems.
- Qualifications: 6+ years in technical support or production engineering, with AI platform familiarity.
The predicted salary is between 63000 - 77000 £ per year.
Support is production reliability, trust preservation, and system learning. At Ema, Senior Technical Support Specialists are operators of live AI systems, not ticket handlers. The Senior Support Engineer owns the health, reliability, and trustworthiness of Ema's deployed agentic AI systems in production.
- 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
You prevent small failures from turning into account-level crises. AI failures are explained, mitigated, and prevented, not hand-waved. You gain rare experience operating agentic AI systems in production and build deep expertise across AI, integrations, and workflows. You can grow into Reliability Engineering, Implementation Leadership, or Product-facing roles.
Responsibilities include:
- Diagnosing failures in multi-agent AI workflows
- Explaining AI behaviour (false positives/negatives)
- Ensuring data quality and platform configuration
- Helping Engineering & Product teams
- Preventing repeated incidents through disciplined RCA
- Converting noisy customer complaints into high-signal engineering feedback
- Managing customer communication calmly, factually, and confidence-building
- Explaining AI failures in a way customers can understand
- Ensuring support insights influence roadmap and quality improvement
- Improving on-call hygiene and escalation clarity
- Bias toward permanent fixes while respecting both customer urgency and engineering quality
Qualifications:
- 6-9+ years in senior technical support, reliability, or production engineering roles
- Experience in support or reliability roles in AI/automation platforms
- Familiarity with AWS/GCP/Azure
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, colour, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.
About Ema: Ema is building the world’s leading Agentic AI platform to transform enterprise productivity. We enable organizations to delegate repetitive tasks to Ema, the Universal AI Employee, delivering 10x gains in workforce efficiency across functions. 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. 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.
Remote Senior Technical Support Specialist- UK in Tilbury employer: Ema Unlimited
Ema is an exceptional employer for Senior Technical Support Specialists, offering a unique opportunity to operate live AI systems and directly influence production reliability and customer trust. With a strong focus on employee growth, you can advance into roles such as Reliability Engineering or Implementation Leadership while enjoying a collaborative work culture that values both customer urgency and engineering quality. Located in the vibrant tech hub of London, Ema provides competitive compensation, equity options, and a commitment to diversity and inclusion, making it a rewarding place to build your career in cutting-edge AI technology.
StudySmarter Expert Advice🤫
We think this is how you could land Remote Senior Technical Support Specialist- UK in Tilbury
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ema Unlimited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Ema Unlimited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Remote Senior Technical Support Specialist- UK in Tilbury
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Ema Unlimited:Your cover letter is your chance to shine! Tell us why you want to work at Ema Unlimited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Ema Unlimited!
How to prepare for a job interview at Ema Unlimited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
