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.
Location: London
Employment Type: Full-time/Remote

1. About Ema (Why Ema)

Ema is building the world’s firstUniversal 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 replacemission-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 isproduction reliability, trust preservation, and system learning. At Ema, Senior Technical Support Specialists areoperators of live AI systems, not ticket handlers.

2. Role Overview

TheSenior Support Engineer owns thehealth, 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

Thisis: 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

3. Impact of the Role

Impact at Ema

You are thelast 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 becauseissues 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 operatingagentic AI systems in production
You build deep expertise across AI, integrations, and workflows
You can grow intoReliability Engineering, Implementation Leadership, or Product-facing roles

4. Core Problems You Will Solve

Diagnosing failures inmulti-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 intohigh-signal engineering feedback

5. 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

5.4 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

5.6 Feedback Loops to Engineering & Product

Write high-signal bug reports and incident summaries
Advocate for fixes based oncustomer impact, not noise
Help Product understand real production behavior
Ensure support insights influence roadmap and quality improvement

5.7 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

6. 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

7. Required Qualifications

6–9+ years in senior technical support, reliability, or production engineering roles
Experience supportingenterprise 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

8. 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

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.

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