At a Glance
- Tasks: Ensure the reliability of AI systems and provide top-notch support to customers.
- Company: Join Ema, a pioneering AI platform transforming enterprise productivity.
- Benefits: Enjoy remote work flexibility, competitive salary, and opportunities for professional growth.
- Other info: Work in a dynamic environment with potential for career advancement.
- Why this job: Be a key player in maintaining customer trust and enhancing AI technology.
- Qualifications: Experience in technical support and a passion for AI and integrations.
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 Overview
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:
- 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
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
- 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.
Debugging, Diagnosis
- Escalate to the right team to help solve and close the issue.
- Keep customer communication calm, factual, and confidence-building.
Senior Support Specialist employer: Ema
Ema is an exceptional employer, offering a dynamic work culture that thrives on innovation and collaboration in the heart of London. As a Senior Support Specialist, you will be at the forefront of cutting-edge AI technology, with ample opportunities for professional growth and development while working alongside industry leaders. The company prioritises employee well-being and fosters an environment where your contributions directly impact customer trust and satisfaction, making it a truly rewarding place to advance your career.
