Senior Technical Support Specialist (Enterprise Agentic AI)
Ema·Remote(India)
Support
WFA Digital Insight
As the demand for AI and automation specialists grows, with over 50% of companies investing in Agentic AI, the need for skilled technical support specialists has never been more pressing. Ema, a pioneer in this field, is seeking a seasoned expert to join their team. With the global AI market expected to reach
90 billion by 2025, professionals with experience in AI, automation, or workflow orchestration are in high demand. This role stands out due to Ema's innovative approach and commitment to transforming enterprise productivity. Candidates should be prepared to showcase their technical expertise and ability to work in a fast-paced, remote environment. Before applying, it's essential to understand the complexities of Agentic AI and the importance of seamless customer support.
Job Description
About the Role
The Senior Technical Support Specialist plays a critical role in ensuring the health, reliability, and trustworthiness of Ema's deployed Agentic AI systems. As a senior technical escalation role, this position requires a deep understanding of AI behavior, workflow orchestration, enterprise integrations, and customer trust. The ideal candidate will be able to debug complex issues, own problems end-to-end, and provide workarounds to unblock customers while engineering fixes are in progress. Ema is at the forefront of Agentic AI, with a team of experts from premier tech companies and graduates from top universities. The company is backed by industry-leading investors and has offices in Silicon Valley, London, Bangalore, and Vancouver.What You Will Do
- 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
- 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
- Communicate during incidents without speculation, providing clear and factual information
- 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
- 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
What We Are Looking For
- 5+ years of experience in senior technical support, reliability, or production engineering roles
- Experience supporting enterprise SaaS platforms in production environments
- Strong debugging instincts and comfort 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
- Low ego, high accountability: truth-seeking over blame, calm under pressure
- Background in technical support or reliability for AI, automation, or workflow orchestration platforms
Nice to Have
- 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
Benefits and Perks
- Competitive compensation package
- Opportunity to work with cutting-edge Agentic AI technology
- Collaborative and dynamic work environment
- Flexible remote work arrangements
- Professional development and growth opportunities
- Access to top-tier tech conferences and training
- Comprehensive health insurance and benefits package
How to Stand Out
- Tailor your resume to highlight experience with AI systems, workflow orchestration, and enterprise integrations.
- Prepare to back your claims of debugging expertise with specific examples from your past experience.
- Show a deep understanding of API, distributed systems, logs, and traces, and be ready to explain complex technical concepts in simple terms.
- Familiarize yourself with Ema's Universal AI Employee and Agentic AI platform to demonstrate your interest and initiative.
- Be ready to discuss your approach to handling Sev-1 and Sev-2 incidents, including communication strategies and problem-solving methodologies.
- Showcase your ability to work independently in a fast-paced environment and collaborate effectively with cross-functional teams.
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