Senior Support Specialist

About the role

The Senior Support Specialist owns the health, reliability, and trustworthiness of Ema's deployed agentic AI systems in production. This role acts as a senior technical escalation point, focusing on production debugging, root cause analysis, and serving as a partner to Engineering and Product teams. You will ensure that AI failures are mitigated and prevented while maintaining customer trust through transparent communication.

Responsibilities

• Own customer-reported issues from intake to resolution while adhering to SLAs.
• Debug agentic workflows end-to-end across agents, tools, integrations, and human-in-the-loop processes.
• Provide clear, actionable root cause summaries and workarounds to unblock customers.
• Resolve Sev 1 and Sev 2 client incidents while maintaining calm, factual communication.
• Write high-signal bug reports and incident summaries to influence product roadmap and quality.
• Improve runbooks, playbooks, and diagnostics to raise the overall support bar.

Required skills

• Technical support
• Reliability engineering
• Enterprise SaaS
• APIs
• Integrations
• Distributed systems
• Debugging
• Incident management

Nice to have

• AI platforms
• Automation platforms
• Workflow orchestration
• Agentic systems
• AWS
• GCP
• Azure
• High-availability systems

Qualifications

• 6–9+ years in senior technical support, reliability, or production engineering roles
• Experience supporting enterprise SaaS platforms in production
• Customer-facing experience with senior stakeholders

About the Company

Ema builds AI Employees for HR, IT and Finance to automate real enterprise workflows. Founded by former executives from Google, Coinbase, Flipkart, and Okta, the company is backed by industry-leading investors and operates out of Silicon Valley, London, Bangalore, and Vancouver.