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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Support Specialist (Enterprise Agentic AI) - **Company:** Ema Unlimited - **Location:** London, UK (Remote available) - **Experience:** Expert - **Contract:** Permanent contract - **Skills:** Application Programming Interfaces (APIs), Artificial Intelligence, Amazon Web Services, Microsoft Azure, System Configuration, Software Debugging, Distributed Systems, Human Resources Information System (HRIS), Identity and Access Management, Automation of Marketing, Systems Integration, Workflow Management Systems, Multi-Agent Systems - **Published:** September 5, 2026 - **Apply:** https://startup.jobs/senior-support-specialist-uk-ema-9054456 ## About the Role * 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 7. 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 8. 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. ## Description 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 ## Related Videos - [Containers in the cloud - State of the Art in 2022](https://www.wearedevelopers.com/videos/410-containers-in-the-cloud-state-of-the-art-in-2022) - [Shipping Faster with Less: Render on Cloud Hosting, AI Workloads, and the Future of DevOps](https://www.wearedevelopers.com/videos/1894-shipping-faster-with-less-render-on-cloud-hosting-ai-workloads-and-the-future-of-devops) - [Using AI Without Losing Your Skills](https://www.wearedevelopers.com/videos/2045-using-ai-without-losing-your-skills) - [Developer Tools for Microsoft Azure](https://www.wearedevelopers.com/videos/450-developer-tools-for-microsoft-azure) - [AI for Enterprise Developers - Dr. Damir Dobric](https://www.wearedevelopers.com/videos/1831-ai-for-enterprise-developers-dr-damir-dobric) - [Reliable scalability: How Amazon.com scales on AWS](https://www.wearedevelopers.com/videos/983-reliable-scalability-how-amazon-com-scales-on-aws) ## Related Articles - [Navigating the AI Shift](https://www.wearedevelopers.com/magazine/629-navigating-the-ai-shift) - [Is Software Engineering Over-Saturated?](https://www.wearedevelopers.com/magazine/418-is-software-engineering-over-saturated) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [What is Agentic Programming and Why Should Developers Care?](https://www.wearedevelopers.com/magazine/625-what-is-agentic-programming-and-why-should-developers-care) - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [From Prototype to Production: Build AI Agents with This Free 4-Course Learning Path](https://www.wearedevelopers.com/magazine/655-from-prototype-to-production-build-ai-agents-with-this-free-4-course-learning-path)