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 and Bangalore, Ema is at the frontier of what Agentic AI can do in production — we ship real systems that run real business processes at scale.

About the Role

The Senior Technical Support Specialist owns the health, reliability, and trustworthiness of Ema's deployed agentic AI systems in production. You sit at the intersection of AI behavior, workflow orchestration, enterprise integrations, and customer trust — acting as the last line of defense between production issues and customer confidence.

This is a senior technical escalation role, not a call-center or reactive firefighting role. You debug deeply, own issues end-to-end, and close the feedback loop back to Engineering and Product. You'll have real authority during incidents and a direct impact on how Ema's platform improves over time.

What You'll Do

Production Issue Ownership

Own customer-reported issues from intake to resolution, adhering strictly to SLAs
Provide workarounds to unblock customers while engineering fixes are in progress
Act as the technical owner even when multiple teams are involved — no issue gets lost between teams

Debugging, Diagnosis & Incident Resolution

Debug agentic workflows end-to-end, tracing failures across agents, tools, integrations, and human-in-the-loop steps
Identify root causes spanning model behavior, prompt/policy logic, workflow orchestration, integration constraints, and customer configuration
Resolve Sev-1 and Sev-2 incidents calmly and effectively; escalate to the right teams with clear context to drive closure

Customer Communication & Trust

Communicate during incidents without speculation — clear, factual, and confidence-building
Explain AI failures in terms customers can understand and act on
Set realistic recovery timelines and rebuild trust post-incident through transparency and follow-through

Engineering & Product Feedback Loops

Write high-signal bug reports and incident summaries that drive real fixes
Advocate for resolutions based on customer impact, not noise volume
Ensure support insights influence roadmap decisions and quality improvements

Support Operations

Improve runbooks, playbooks, and diagnostic tooling
Improve on-call hygiene and escalation clarity
Mentor junior support engineers and raise the overall support bar at Ema

What We're Looking For

5+ years in senior technical support, reliability, or production engineering roles
Experience supporting enterprise SaaS platforms in production environments
Strong debugging instincts — comfortable isolating root cause across ambiguous, multi-layer systems
Solid understanding of APIs, distributed systems, logs, and traces
Experience handling Sev-1/Sev-2 escalations and communicating with senior customer stakeholders
Ownership mindset: issues don't bounce, they get owned — bias toward permanent fixes
Low ego, high accountability — truth-seeking over blame, calm under pressure

Nice to Have

Background in technical support or reliability for AI, automation, or workflow orchestration platforms
Experience with agentic systems or LLM-based products in production
Familiarity with enterprise integrations — HRIS, ITSM, IAM, or Finance systems
Experience with AWS, GCP, or Azure infrastructure
Background operating high-availability, 24×7 production systems

Compensation offered will be determined by factor

Senior Technical Support Specialist (Enterprise Agentic AI) at Ema