In this Remote Senior Technical Support Specialist- UK role, you will ensure support insights influence roadmap and quality improvement 5.7 Support Operations & Excellence.
This is: Not L1 / call‑center support, Not a “just escalation to engineering” role, Not reactive firefighting only.
The work
Support or reliability roles in AI / automation platforms, provide clear, actionable root cause summaries and resolve Sev 1 / Sev 2 Client issues; Escalate to the right team to help solve and close the issue.
- Ensure no issue is “lost” between teams
- Communicate during incidents without speculation or panic
- Own customer‑reported issues from intake to resolution adhering strictly to SLAs
- Improve on‑call hygiene and escalation clarity
Experience that matters
- You’ll need experience supporting enterprise SaaS platforms in production, while you’ll need experience handling escalations and incidents
- Customer‑facing experience with senior stakeholders
Working details
- Contract: Full‑time
- Location: London
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Remote Senior Technical Support Specialist in Ardrossan employer: Ema
Ema is an exceptional employer, offering a dynamic work culture that fosters innovation and collaboration among top-tier talent from leading tech backgrounds. With a strong focus on employee growth, we provide opportunities for professional development in the rapidly evolving field of AI, all while being located in the vibrant tech hub of London. Join us to shape the future of enterprise productivity and enjoy competitive compensation, equity options, and a commitment to diversity and inclusion.
