At a Glance
- Tasks: Own the health and reliability of cutting-edge AI systems in production.
- Company: Join Ema, a pioneering tech company transforming enterprise productivity with AI.
- Benefits: Enjoy competitive salary, remote work options, and opportunities for professional growth.
- Other info: Be part of a dynamic team with a culture of accountability and innovation.
- Why this job: Make a real impact by ensuring customer trust and system reliability in AI.
- Qualifications: 6-9 years in technical support or production engineering, with SaaS experience.
The predicted salary is between 81000 - 99000 £ per year.
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.
We are backed by industry leading investors including Accel, Naspers/Prosus, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz.
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.
Role: Senior Support Specialist (Enterprise Agentic AI)
Company: Ema Unlimited Inc.
- About Ema (Why Ema)
Ema is building the world's first Universal AI Employee — a production-grade agentic AI platform that automates real enterprise workflows across HR, IT, Finance, and Operations.
Ema's customers do not run demos.
They replace mission-critical, manual business processes with agentic AI systems that operate across multiple Saa S tools, APIs, and human-in-the-loop workflows.
In this world, 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.
- Role Overview
- Role
The 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:
- AI behavior
- Workflow orchestration
- Enterprise integrations
- Customer trust
- Engineering feedback loops
This is: Not L1 / call-center support, Not a "just escalate to engineering" role, Not reactive firefighting only
This 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
- Impact of the Role
- Impact at Ema
- You are the last line of defense between a production issue and customer trust erosion
- You prevent small failures from turning into account-level crises
- You ensure learnings from incidents improve the product and delivery systemically
- Impact on Customers
- Customers trust Ema because issues are handled competently and transparently
- AI failures are explained, mitigated, and prevented — not hand-waved
- Production stability improves over time, not degrades
- Impact on Your Career
- You gain rare experience operating agentic AI systems in production
- You build deep expertise across AI, integrations, and workflows
- You can grow into Reliability Engineering, Implementation Leadership, or Product-facing roles
- Core Problems You Will Solve
- Diagnosing failures in multi-agent AI workflows
- Deeply understanding Ema's platform and providing workarounds/alternate approaches to customers facing issues
• Debugging issues spanning
- AI behavior (false positives / negatives)
- Workflow logic
- Integrations (HRIS, ITSM, IAM, Finance)
- Data quality
- Platform configuration
- Handling Sev-1 / Sev-2 customer specific incidents calmly under customer pressure
- Help Engineering & Product teams Prevent repeated incidents through disciplined RCA
- Converting noisy customer complaints into high-signal engineering feedback
- Jobs To Be Done
- 5.1 Production Issue Ownership
- Own customer-reported issues from intake to resolution adhering strictly to SLAs
- Take responsibility for diagnosis, coordination, and closure; Importantly, provide workarounds to customers to unblock them while engineering fix is made
- Ensure no issue is "lost" between teams
- Act as technical owner even when multiple teams are involved
- 5.2 Debugging, Diagnosis & Sev 1/2 Issue Resolution
- Debug agentic workflows end-to-end
- Trace failures across agents, tools, integrations, and humans-in-the-loop
• Identify whether issues are caused by
- Model behavior
- Prompt / policy logic
- Workflow orchestration
- Integration constraints
- Customer configuration
- Provide clear, actionable root cause summaries
- Resolve Sev 1 / Sev 2 Client issues; Escalate to the right team to help solve and close the issue. Keep customer communication calm, factual, and confidence-building
- 5.3 Customer Communication & Trust
- Communicate during incidents without speculation or panic
- Explain AI failures in a way customers can understand
- Set realistic recovery timelines
- Rebuild trust post-incident through transparency and follow-through
- 5.4 Feedback Loops to Engineering & Product
- Write high-signal bug reports and incident summaries
- Advocate for fixes based on customer impact, not noise
- Help Product understand real production behavior
- Ensure support insights influence roadmap and quality improvement
- 5.5 Support Operations & Excellence
- Improve runbooks, playbooks, and diagnostics
- Improve on-call hygiene and escalation clarity
- Mentor junior support engineers
- Raise the overall support bar at Ema
- Traits We're Looking For
- Technical & Diagnostic Strength
- Excellent debugging instincts
- Comfortable operating in ambiguous systems
- Able to isolate root cause across layers
- Ownership & Reliability Mindset
- Issues do not bounce — they get owned
- Calm during incidents
- Bias toward permanent fixes
- Judgment & Communication
- Knows when to escalate and when not to
- Can say "we don't know yet" credibly
- Communicates clearly with both engineers and customers
- Cultural Fit
- Low ego, high accountability
- Truth-seeking over blame
- Respects both customer urgency and engineering quality
- Required Qualifications
- 6–9+ years in senior technical support, reliability, or production engineering roles
- Experience supporting enterprise Saa S 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
- Preferred Background
- Support or reliability roles in AI / automation platforms
- Experience with workflow orchestration or agentic systems
- Familiarity with AWS / GCP / Azure
- Background in high-availability, 24×7 systems
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, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.
Senior Support Specialist in Hull 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.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Support Specialist in Hull
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Ema. 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 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 Senior Support Specialist in Hull
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:Your cover letter is your chance to shine! Tell us why you want to work at Ema 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!
How to prepare for a job interview at Ema
✨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.
