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 and Bangalore, Ema is at the frontier of what Agentic AI can do in production — we ship real systems that run real business processes at scale. About the Role The Senior Technical Support Specialist owns the health, reliability, and trustworthiness of Ema 's deployed agentic AI systems in production. You sit at the intersection of AI behavior, workflow orchestration, enterprise integrations, and customer trust — acting as the last line of defense between production issues and customer confidence. This is a senior technical escalation role, not a call-center or reactive firefighting role. You debug deeply, own issues end-to-end, and close the feedback loop back to Engineering and Product. You'll have real authority during incidents and a direct impact on how Ema 's platform improves over time. What You'll Do Production Issue Ownership 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 — no issue gets lost between teams Debugging, Diagnosis & Incident Resolution 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
