[Hiring] Senior Technical Support Specialist @Ema

Role Description

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.

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 knowledge
• Experience handling escalations and incidents
• Customer-facing experience with senior stakeholders

Requirements

• 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, and 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

Benefits

• Gain rare experience operating agentic AI systems in production
• Build deep expertise across AI, integrations, and workflows
• Opportunities to grow into Reliability Engineering, Implementation Leadership, or Product-facing roles

Company Description

Ema is backed by industry-leading investors including Accel, Naspers/Prosus, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz. Headquartered in Silicon Valley 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.