Senior Support Specialist- UK

About Ema

Ema builds AI Employees for HR, IT and Finance. Our AI Employees take on the busy work across the employee experience, from recruiting, onboarding and benefits to IT support, invoice processing and payroll, so people can spend their time on work that needs them. 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, Creaegis, 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.

Role: Senior Support Specialist (Enterprise Agentic AI)

Company: Ema Unlimited Inc. Location: London Employment Type: Full-time/Remote

1. About Ema (Why Ema)

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.

2. Role Overview

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:

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AI behavior

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Workflow orchestration

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Enterprise integrations

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Customer trust

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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

3. Impact of the Role

Impact at Ema

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You are the last line of defense between a production issue and customer trust erosion

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You prevent small failures from turning into account-level crises

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You ensure learnings from incidents improve the product and delivery systemically

Impact on Customers

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Customers trust Ema because issues are handled competently and transparently

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AI failures are explained, mitigated, and prevented — not hand-waved

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Production stability improves over time, not degrades

Impact on Your Career

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You gain rare experience operating agentic AI systems in production

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You build deep expertise across AI, integrations, and workflows

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You can grow into Reliability Engineering, Implementation Leadership, or Product-facing roles

4. Core Problems You Will Solve

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Diagnosing failures in multi-agent AI workflows

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Deeply understanding Ema’s platform and providing workarounds/alternate approaches to customers facing issues

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Debugging issues spanning

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AI behavior (false positives / negatives)

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Workflow logic

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Integrations (HRIS, ITSM, IAM, Finance)

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Data quality

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Platform configuration

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Handling Sev-1 / Sev-2 customer specific incidents calmly under customer pressure

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Help Engineering & Product teams Prevent repeated incidents through disciplined RCA

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Converting noisy customer complaints into high-signal engineering feedback

5. Jobs To Be Done

5.1 Production Issue Ownership

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Own customer-reported issues from intake to resolution adhering strictly to SLAs

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Take responsibility for diagnosis, coordination, and closure; Importantly, provide workarounds to customers to unblock them while engineering fix is made

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Ensure no issue is “lost” between teams

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Act as technical owner even when multiple teams are involved

5.2 Debugging, Diagnosis & Sev 1/2 Issue Resolution

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