---
title: 'Senior Support Specialist- UK at Ema'
canonical: 'https://feeny.ai/job/senior-support-specialist-uk-ema-united-kingdom-h366sdasgw6h'
type: 'job'
last_seen: '2026-09-09'
---

# Senior Support Specialist- UK at Ema

- **Company:** Ema
- **Location:** United Kingdom
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-08-21
- **Last confirmed live:** 2026-09-09
- **Apply:** https://jobs.ashbyhq.com/ema/6fee3e45-93e2-4f04-97bb-908309ad2f46

## Job description

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

## ROLE: SENIOR SUPPORT SPECIALIST (ENTERPRISE AGENTIC AI)

Company: Ema Unlimited Inc. Location: London Employment Type: Full-time/Remote

1. ABOUT EMA (WHY EMA)

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.

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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

1. 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

Compensation offered will be determined by factors such as location, level, job-related knowledge, skills, and experience. Certain roles may be eligible for variable compensation, equity, and benefits.

Ema Unlimited is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.

## About Ema

## Company Overview
- **One-liner**: Ema provides a universal agentic control plane that enables enterprises to build, deploy, and scale autonomous AI agents to automate complex workflows across every business function.
- **Entity Type**: Private (Series A)
- **Headquarters**: San Francisco, California, United States
- **Founded**: March 2023
- **Founders**: Surojit Chatterjee (Co-Founder & CEO), Souvik Sen (Co-Founder & CTO)

## Core Business
- **Primary industry**: Enterprise AI Software / Generative AI / Agentic AI
- **Target customers**: Large enterprises across healthcare, financial services, legal, and technology sectors (B2B, Enterprise)
- **Mission or purpose statement**: To give business and IT leaders one place to build, deploy, and scale AI Agents across every function—HR, Finance, Sales, Customer Support, Legal, and beyond. The company believes the future of work is "humans multiplied by AI Employees," not humans replaced by AI.

## Products & Services
- **Ema Universal Agentic Control Plane**: A platform for building, deploying, and scaling AI Agents across all enterprise functions.
- **EmaFusion™**: A patented AI fusion layer that blends 100+ LLMs to optimize for accuracy, cost, and latency on every query, without vendor lock-in.
- **GWE™ (Generative Workflow Engine)**: The orchestration core that breaks complex enterprise workflows into multi-agent steps, with built-in human-in-the-loop, audit trails, and async operations.
- **Enterprise Context Graph**: Deep, permissioned memory across an organization's data, systems, and processes so every AI Employee knows the business from Day One.

## Market Standing
- **Valuation**: Not publicly disclosed
- **Total Funding**: $75 million (across multiple rounds)
    - **Seed Round** (March 2024): $25M led by Prosus Ventures and S32
    - **Series A** (July 2024): $36M led by Accel and S32
    - **Additional Series A** (March 2026): $14M from 9 investors
- **Notable Investors/Partners**: Accel, S32 (Section 32), Prosus Ventures, Hitachi Ventures, KPMG (strategic investment)
- **Growth Signals**: 
    - Employee headcount grew 89.2% year-over-year to 155 people.
    - Operates in 6 countries (US, India, UK, Canada, UAE, Germany).
    - Trusted by global enterprises across highly regulated industries.
    - Holds certifications including ISO 42001 (world's first AI management standard), SOC 2 Type II, ISO 27001, and HIPAA.
    - Supports on-premises and air-gapped deployment, a significant differentiator for security-conscious enterprises.

## Competitive Advantages
- **EmaFusion™ Technology**: A proprietary multi-model approach that blends over 100 LLMs, optimizing for accuracy, cost, and latency while avoiding vendor lock-in.
- **Enterprise-Grade Security & Compliance**: One of the few agentic AI platforms that supports on-premises and air-gapped deployment, with certifications like ISO 42001, SOC 2 Type II, ISO 27001, and HIPAA.
- **Deep Enterprise Integration**: Pre-integrated with 200+ enterprise systems, with a permissioned "Enterprise Context Graph" that provides deep, institutional memory.
- **Strong Strategic Backing**: Backed by top-tier VCs (Accel, S32) and a strategic investment from KPMG, signaling strong enterprise credibility.

## Strategic Focus
- **Product Expansion**: Continuing to build out the agentic AI platform to cover more enterprise functions and workflows.
- **Enterprise Adoption**: Deepening relationships with large, regulated enterprises (healthcare, financial services, legal).
- **Global Scale**: Expanding operations across key markets (US, India, UK, Canada, UAE, Germany) to support a global customer base.
- **Trust & Compliance**: Maintaining and expanding certifications (ISO, SOC 2, HIPAA) to meet the highest enterprise security standards.

## Why Work Here
- **Culture**: Ema describes itself as an "AI-first" company that hires "fewer people with a hunger and growth mindset" and augments the human workforce with AI employees. Core values include being innovative, trusted, relentlessly driven, and bold.
- **Engineering Philosophy**: The company has a published "Engineering Manifesto" and emphasizes hiring "builders and creators." They believe a "10x team is better than a 10x individual" and operate with a "no wait, no boundaries" approach.
- **Work Environment**: "Everyone builds" is a key principle—employees are expected to write software, create original content, and build new processes regardless of their formal role.
- **Remote/Hybrid Policy**: Not explicitly stated, but offices are located in the SF Bay Area (US), India, UK, and Canada, suggesting a global, likely hybrid-friendly setup.
- **Talent Pool**: The company attracts talent from top tech companies (Google, Meta, Amazon, Coinbase, Databricks) and top universities (IIT Delhi), indicating a high-caliber peer group.
- **Open Roles (as of mid-2026)**: 32 active job postings, including roles in ML Engineering, Backend Engineering, DevOps, Product Management, Security & Compliance, and Marketing.

## Sources
1. [ema.ai/careers](https://www.ema.ai/careers)
2. [jobs.ashbyhq.com/ema](https://jobs.ashbyhq.com/ema)
3. [Crunchbase - Ema](https://www.crunchbase.com/organization/ema-8724)
4. [LinkedIn - Ema](https://www.linkedin.com/company/ema-unlimited)
5. [Tracxn - Ema](https://tracxn.com/d/companies/ema/__ksb3jUKrtsxUjw6V-pJ_Daac843jAQUG62LqeRWEGJ0)

## Other roles at Ema

- [Head of Customer Engagement](https://feeny.ai/job/head-of-customer-engagement-ema-san-francisco-pqc150cce1p8) — San Francisco, CA
- [Revenue Operations Lead](https://feeny.ai/job/revenue-operations-lead-ema-united-states-2g847c4jvf54) — United States
- [Partner Manager - UK](https://feeny.ai/job/partner-manager-uk-ema-united-kingdom-wjefgt06nw9f) — United Kingdom
- [Product Manager, UK](https://feeny.ai/job/product-manager-uk-ema-united-kingdom-c5rn0ymc65x6) — United Kingdom
- [Engineering Leader](https://feeny.ai/job/engineering-leader-ema-united-kingdom-0pkrba3j842v) — United Kingdom
- [Product Manager](https://feeny.ai/job/product-manager-ema-united-kingdom-c92vm7dwg3xh) — United Kingdom
- [AI/Data Resident](https://feeny.ai/job/ai-data-resident-ema-india-b0n50fg8697n) — India
- [Head of Partnerships & Alliances, North America](https://feeny.ai/job/head-of-partnerships-alliances-north-america-ema-united-states-es1ew2we43qx) — United States
- [AI Application Engineer (Contractor role)](https://feeny.ai/job/ai-application-engineer-contractor-role-ema-san-francisco-b186ea5rxq17) — San Francisco, CA
- [Sales Development Representative](https://feeny.ai/job/sales-development-representative-ema-india-914zm5z00z4b) — India