Senior Support Specialist- UK

The role

The Senior Support Specialist owns the health and reliability of deployed agentic AI systems in production. This role involves diagnosing failures in multi-agent AI workflows and providing technical escalations and root cause analysis.

What you will do

• Own customer-reported issues from intake to resolution adhering to SLAs
• Provide workarounds to customers to unblock them during engineering fixes
• Debug agentic workflows end-to-end
• Trace failures across agents, tools, integrations, and humans-in-the-loop
• Resolve Sev 1 and Sev 2 client issues
• Provide clear, actionable root cause summaries
• Communicate during incidents without speculation or panic
• Write high-signal bug reports and incident summaries
• Improve runbooks, playbooks, and diagnostics
• Mentor junior support engineers

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
• Strong understanding of distributed systems
• Strong understanding of logs, traces, and diagnostics
• Experience handling escalations and incidents
• Customer-facing experience with senior stakeholders

Nice to have

• 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

Benefits

• Certain roles may be eligible for variable compensation, equity, and benefits

About the company

Ema builds AI Employees for HR, IT and Finance. The company is headquartered in Silicon Valley with offices in London, Bangalore and Vancouver.