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Ema Unlimited is building a production-grade agentic AI platform that automates enterprise workflows across HR, IT, Finance, and Operations. As a Senior Technical Support Specialist, you will own the health, reliability, and trustworthiness of Ema's deployed AI systems in production environments.
This is not traditional L1 support or reactive ticket handling. You are a production operator and technical escalation specialist who diagnoses failures in multi-agent AI workflows, debugs issues spanning AI behavior, workflow logic, integrations (HRIS, ITSM, IAM, Finance), data quality, and platform configuration. You will handle Sev-1 and Sev-2 customer incidents with calm authority, provide workarounds to unblock customers while engineering develops fixes, and ensure no issue falls through cracks between teams.
Key responsibilities include: owning customer-reported issues from intake to resolution within SLAs; debugging agentic workflows end-to-end to identify root causes (model behavior, prompt logic, orchestration, integrations, or configuration); communicating transparently during incidents without speculation; writing high-signal bug reports and incident summaries; and mentoring junior support engineers. You will act as a technical partner to Engineering, Product, and Implementation teams, converting noisy customer complaints into actionable engineering feedback and ensuring support insights influence product roadmap and quality improvements.
You will improve runbooks, playbooks, and diagnostics; raise overall support bar; and gain rare experience operating agentic AI systems in production. This role offers growth paths into Reliability Engineering, Implementation Leadership, or Product-facing roles.
Ideal candidates have excellent debugging instincts, comfort operating in ambiguous systems, strong ownership mindset, calm demeanor under pressure, clear judgment on escalation, and ability to communicate credibly with both engineers and customers.
