About 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 SaaS 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

The Senior Technical Support Specialist 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 Role Is:

❌ Not L1 / call-center support
❌ Not a just escalate to engineering role
❌ Not reactive firefighting only

This Role 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

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

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

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

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 improvements

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 SaaS 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 Technical Support Specialist (Enterprise Agentic AI)