Senior Technical Support Specialist

About EmaEma 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 and Bangalore, 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 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 behaviorWorkflow orchestrationEnterprise integrationsCustomer trustEngineering feedback loopsThis role is: Not L1 / call-center support Not a "just escalate to engineering" role Not reactive firefighting onlyThis role is:A senior technical escalation roleA production debugging and RCA roleA partner to Engineering, Product, and ImplementationA role with real authority during incidents

Impact of the RoleImpact at EmaYou are the last line of defense between a production issue and customer trust erosionYou prevent small failures from turning into account-level crisesYou ensure learnings from incidents improve the product and delivery systemicallyImpact on CustomersCustomers trust Ema because issues are handled competently and transparentlyAI failures are explained, mitigated, and prevented - not hand-wavedProduction stability improves over time, not degradesImpact on Your CareerYou gain rare experience operating agentic AI systems in productionYou build deep expertise across AI, integrations, and workflowsYou can grow into Reliability Engineering, Implementation Leadership, or Product-facing roles

Core Problems You Will SolveDiagnosing failures in multi-agent AI workflowsDeeply understanding Ema's platform and providing workarounds/alternate approaches to customers facing issuesDebugging issues spanning:AI behavior (false positives / negatives)Workflow logicIntegrations (HRIS, ITSM, IAM, Finance)Data qualityPlatform configurationHandling Sev-1 / Sev-2 customer specific incidents calmly under customer pressureHelp Engineering & Product teams Prevent repeated incidents through disciplined RCAConverting noisy customer complaints into high-signal engineering feedback

Jobs To Be DoneProduction Issue OwnershipOwn customer-reported issues from intake to resolution adhering strictly to SLAsTake responsibility for diagnosis, coordination, and closure; Importantly, provide workarounds to customers to unblock them while engineering fix is madeEnsure no issue is "lost" between teamsAct as technical owner even when multiple teams are involvedDebugging, Diagnosis & Sev 1/2 Issue ResolutionDebug agentic workflows end-to-endTrace failures across agents, tools, integrations, and humans-in-the-loopIdentify whether issues are caused by:Model behaviorPrompt / policy logicWorkflow orchestrationIntegration constraintsCustomer configurationProvide clear, actionable root cause summariesResolve 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-buildingCustomer Communication & TrustCommunicate during incidents without speculation or panicExplain AI failures in a way customers can understandSet realistic recovery timelinesRebuild trust post-incident through transparency and follow-throughFeedback Loops to Engineering & ProductWrite high-signal bug reports and incident summariesAdvocate for fixes based on customer impact, not noiseHelp Product understand real production behaviorEnsure support insights influence roadmap and quality improvementsSupport Operations & ExcellenceImprove runbooks, playbooks, and diagnosticsImprove on-call hygiene and escalation clarityMentor junior support engineersRaise the overall support bar at Ema

Traits We're Looking ForTechnical & Diagnostic StrengthExcellent debugging instinctsComfortable operating in ambiguous systemsAble to isolate root cause across layersOwnership & Reliability MindsetIssues do not bounce - they get ownedCalm during incidentsBias toward permanent fixesJudgment & CommunicationKnows when to escalate and when not toCan say "we don't know yet" crediblyCommunicates clearly with both engineers and customersCultural FitLow ego, high accountabilityTruth-seeking over blameRespects both customer urgency and engineering qualityRequired Qualifications6-9+ years in senior technical support, reliability, or production engineering rolesExperience supporting enterprise SaaS platforms in productionStrong understanding of:APIs and integrationsDistributed systemsLogs, traces, and diagnosticsExperience handling escalations and incidentsCustomer-facing experience with senior stakeholdersPreferred BackgroundSupport or reliability roles in AI / automation platformsExperience with workflow orchestration or agentic systemsFamiliarity with AWS / GCP / AzureBackground 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.