Senior Support Specialist (Enterprise Agentic AI)

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:

• 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

Impact of the Role

Impact at Ema

• You are the last line of defense between a production issue and customer trust erosion
• You prevent small failures from turning into account-level crises
• You ensure learnings from incidents improve the product and delivery systemically

Impact on Customers

• Customers trust Ema because issues are handled competently and transparently
• AI failures are explained, mitigated, and prevented — not hand-waved
• Production stability improves over time, not degrades

Impact on Your Career

• You gain rare experience operating agentic AI systems in production
• You build deep expertise across AI, integrations, and workflows
• You can grow into Reliability Engineering, Implementation Leadership, or Product-facing roles

Core Problems You Will Solve

• Diagnosing failures in multi-agent AI workflows
• 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

Jobs To Be Done

5.1 Production Issue Ownership

• 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

5.4 Customer Communication & Trust

• Communicate during incidents without speculation or panic
• Explain AI failures in a way customers can understand
• Set realistic recovery timelines
• Rebuild trust post-incident through transparency and follow-through

5.6 Feedback Loops to Engineering & Product

• 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

Traits We’re Looking For

Technical & Diagnostic Strength

• 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

Cultural Fit

• Low ego, high accountability
• Truth-seeking over blame
• Respects both customer urgency and engineering quality

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

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