Senior Support Specialist – UK

Ema is developing a leading agentic AI platform that automates enterprise workflows and enhances productivity across various functions. The Senior Support Specialist owns the health, reliability, and trust in Ema’s production AI systems, acting as a key escalation point for technical issues and client incidents. The role involves diagnosing failures in complex multi-agent workflows, managing customer communications, and conducting root cause analyses to prevent future incidents. Candidates should have extensive experience supporting enterprise SaaS solutions, particularly in AI or automation, including strong diagnostic and troubleshooting skills. They will collaborate closely with engineering, product, and support teams to improve system stability, share insights, and develop best practices. The position requires a thorough understanding of APIs, distributed systems, and incident handling, with the ability to operate calmly and efficiently under pressure.