Original listing text, shown exactly as published by the company.
About the Role
The Senior Technical Support Specialist owns the health, reliability, and trustworthiness of Ema's deployed agentic AI systems in production. You sit at the intersection of AI behavior, workflow orchestration, enterprise integrations, and customer trust — acting as the last line of defense between production issues and customer confidence.
This is a senior technical escalation role, not a call-center or reactive firefighting role. You debug deeply, own issues end-to-end, and close the feedback loop back to Engineering and Product. You'll have real authority during incidents and a direct impact on how Ema's platform improves over time.
What You'll Do
Production Issue Ownership
- Own customer-reported issues from intake to resolution, adhering strictly to SLAs
- Provide workarounds to unblock customers while engineering fixes are in progress
- Act as the technical owner even when multiple teams are involved — no issue gets lost between teams
Debugging, Diagnosis & Incident Resolution
- Debug agentic workflows end-to-end, tracing failures across agents, tools, integrations, and human-in-the-loop steps
- Identify root causes spanning model behavior, prompt/policy logic, workflow orchestration, integration constraints, and customer configuration
- Resolve Sev-1 and Sev-2 incidents calmly and effectively; escalate to the right teams with clear context to drive closure
Customer Communication & Trust
- Communicate during incidents without speculation — clear, factual, and confidence-building
- Explain AI failures in terms customers can understand and act on
- Set realistic recovery timelines and rebuild trust post-incident through transparency and follow-through
Engineering & Product Feedback Loops
- Write high-signal bug reports and incident summaries that drive real fixes
- Advocate for resolutions based on customer impact, not noise volume
- Ensure support insights influence roadmap decisions and quality improvements
Support Operations
- Improve runbooks, playbooks, and diagnostic tooling
- Improve on-call hygiene and escalation clarity
- Mentor junior support engineers and raise the overall support bar at Ema
What We're Looking For
- 5+ years in senior technical support, reliability, or production engineering roles
- Experience supporting enterprise SaaS platforms in production environments
- Strong debugging instincts — comfortable isolating root cause across ambiguous, multi-layer systems
- Solid understanding of APIs, distributed systems, logs, and traces
- Experience handling Sev-1/Sev-2 escalations and communicating with senior customer stakeholders
- Ownership mindset: issues don't bounce, they get owned — bias toward permanent fixes
- Low ego, high accountability — truth-seeking over blame, calm under pressure
Nice to Have
- Background in technical support or reliability for AI, automation, or workflow orchestration platforms
- Experience with agentic systems or LLM-based products in production
- Familiarity with enterprise integrations — HRIS, ITSM, IAM, or Finance systems
- Experience with AWS, GCP, or Azure infrastructure
- Background operating high-availability, 24×7 production systems
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, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.
