Senior Technical Support Specialist - UK
EmaAgentic AI company
London, United KingdomSenior
Accel
Section 32
Prosus Ventures
Hitachi Ventures
Sozo Ventures
Wipro Ventures
Software Engineering
About the role
TL;DR
Owns the health, reliability, and trustworthiness of Ema's deployed agentic AI systems in production.
- •Ema is seeking a Senior Technical Support Specialist to ensure the health, reliability, and trustworthiness of their deployed agentic AI systems in production.
- •This role involves deep technical debugging, root cause analysis, and collaboration with engineering and product teams.
- •Key Responsibilities Diagnose and resolve failures in multi-agent AI workflows and enterprise SaaS integrations.
- •Own customer-reported issues from intake to resolution, adhering strictly to SLAs.
- •Communicate calmly and transparently during incidents, explaining AI failures and setting realistic recovery timelines.
- •Provide high-signal feedback to Engineering & Product teams to prevent repeated incidents.
- •Improve support operations, mentor junior engineers, and raise the overall support bar.
- •Requirements 6-9+ years in senior technical support, reliability, or production engineering roles.
- •Experience supporting enterprise SaaS platforms in production.
- •Strong understanding of APIs, integrations, distributed systems, logs, traces, and diagnostics.
- •Experience handling escalations and incidents with customer-facing experience with senior stakeholders.
- •Excellent debugging instincts and comfort operating in ambiguous systems.
Required skills
LinuxGitPostmanREST APIOpenAI APILangChainAWSGoogle CloudAzureDockerKubernetesCI/CD
Nice-to-have skills
PythonJavaScriptTypeScript
Domain expertise
aiproductivitydeveloper-tools
Tech stack
PythonJavaScriptTypeScriptAWSGoogle CloudAzureDockerKubernetesCI/CDLinuxGitPostmanREST APIOpenAI APILangChain
