Support Specialist (Enterprise Agentic AI)

The Senior Support Engineer owns the health, 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

This is: 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, * 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 into high-signal engineering feedback, * 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, * Write high-signal bug reports and incident summaries
• Advocate for fixes based on customer 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

• 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, * Low ego, high accountability
• Truth-seeking over blame
• Respects both customer urgency and engineering quality

1. Required Qualifications

• 6-9+ years in senior technical support, reliability, or production engineering roles
• Experience supporting enterprise 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

1. 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.

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., Ema is building the world’s first Universal 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 replace mission-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 is production reliability, trust preservation, and system learning. At Ema, Senior Technical Support Specialists are operators of live AI systems, not ticket handlers.