Senior Support Specialist- UK
Ema · Remote · United Kingdom (Remote) ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Senior Support Specialist
- Fully remote (UK based)
- Agentic AI platform
- Enterprise SaaS focus
- Technical escalation role
Join Ema as a Senior Support Specialist to operate live agentic AI systems in production. You will bridge the gap between AI behavior, workflow orchestration, and customer trust, acting as a technical partner to Engineering and Product teams. This position involves diagnosing complex failures in multi-agent workflows and managing high-severity incidents for enterprise clients.
What you'll do
- Own customer-reported issues from intake to resolution while adhering to strict SLAs
- Debug agentic workflows end-to-end across agents, tools, and integrations
- Resolve Sev-1 and Sev-2 incidents calmly under customer pressure
- Provide workarounds to unblock customers while engineering fixes are developed
- Write high-signal bug reports and incident summaries for Engineering teams
- Mentor junior support engineers and improve support runbooks and playbooks
- Communicate transparently with customers during incidents to preserve trust
What you'll need
- 6–9+ years in senior technical support, reliability, or production engineering
- Experience supporting enterprise SaaS platforms in production environments
- Strong understanding of APIs, integrations, and distributed systems
- Proficiency with logs, traces, and diagnostic tools for root cause analysis
- Proven experience handling escalations and incidents with senior stakeholders
- Ability to isolate root causes across ambiguous system layers
Nice to have
- Background in support or reliability roles for AI or automation platforms
- Experience with workflow orchestration or agentic systems
- Familiarity with cloud providers such as AWS, GCP, or Azure
- Experience working in high-availability, 24×7 system environments
Stack
- APIs
- Distributed Systems
- AWS
- GCP
- Azure
How you'll work
- Fully remote position
- Based in London, UK
- Full-time employment
What you get
- Variable compensation eligibility
- Equity opportunities
- Standard benefits package