Senior Support Engineer

Senior Support Engineer

Join Ema Unlimited, a pioneering company at the forefront of Generative AI technology. We are seeking a talented Senior Support Engineer to provide world-class post-deployment support for our cutting-edge Ema Universal AI Employee platform. In this role, you will deliver exceptional support experiences, resolving complex technical issues and ensuring enterprise customer satisfaction at a global scale.

About Ema

Ema is redefining enterprise productivity with next-generation AI technology. Our proprietary platform empowers businesses to delegate repetitive tasks to Ema—an advanced, universal AI employee—enabling teams to focus on creative and high-impact work. Founded by executives from Google, Coinbase, Okta, and other leading companies, Ema is well-funded by premier investors such as Accel Partners, Naspers, Section32, and Silicon Valley angels like Sheryl Sandberg, Jerry Yang, and Dustin Moskovitz. Our team consists of top talent from leading tech firms and institutions including Stanford, MIT, UC Berkeley, and IITs, with offices in Silicon Valley and Bangalore, India. This hybrid position requires working from the office three days a week.

About the Role

As a Senior Support Engineer, you’ll be the primary point of contact for resolving post-deployment issues for enterprise clients. You will triage, diagnose, and escalate incidents, working closely with Implementation and Engineering teams to ensure timely, high-quality resolutions. Your role is critical in maintaining SLAs, enhancing documentation, and continuously improving support processes.

Responsibilities

• Own customer-facing incident management and escalations for post-deployment enterprise accounts

• Triage incoming issues by collecting relevant context, logs, reproducible steps, and assessing customer impact

• Create clear and actionable bug reports and support tickets with detailed diagnostics and reproduction steps

• Collaborate with Implementation and Engineering teams to drive timely issue resolution

• Track and manage SLAs and key support metrics, including FRT, TAT, AHT, and CSAT

• Provide proactive, regular status updates to customers and internal stakeholders

• Communicate effectively with both technical and non-technical customer teams during incidents and escalations

• Identify and document recurring issues, contributing to improvements in runbooks and support processes

• Maintain and enhance internal knowledge bases, troubleshooting guides, and escalation playbooks

• Validate fixes, coordinate customer confirmation, and support post-resolution follow-ups

• Participate in escalation and on-call rotations as required

Requirements

Experience:

• 4+ years in Support Engineering, Software Engineering, or Technical Customer Support

• Hands-on experience supporting AI/LLM-based applications in production environments

• Experience configuring, deploying, or supporting AI agents, workflows, or ML systems

• Exposure to prompt engineering and iterative improvement of LLM outputs

• Experience running UATs or customer-facing evaluations for AI systems

• Proven ability to manage complex enterprise customer issues independently

• Familiarity with support metrics such as FRT, AHT, TAT, CSAT

• Strong troubleshooting skills, especially diagnosing AI performance and recommending improvements to KPIs

Technical Skills:

• Solid understanding of LLM application architecture, including prompting patterns, agentic workflows, and RAG fundamentals

• Proficiency in diagnosis of ML/LLM performance issues and ability to recommend experiments or mitigations (guardrails, routing, prompt adjustments, data fixes)

• Experience with APIs and integrations: JSON, REST, auth basics (tokens, OAuth), and troubleshooting payload/schema issues

• Good grasp of backend concepts impacting AI systems: latency, retries, timeouts, queues, rate limits, and distributed system failure modes

• Ability to read logs and understand API request/response flows

• Familiarity with ticketing, incident management, and customer communication tools

Soft Skills:

• Excellent written and verbal communication skills

• Ability to work effectively with both technical and non-technical stakeholders

• High ownership and accountability for customer outcomes

• Strong analytical and problem-solving mindset, especially under production pressure

• Curiosity and willingness to continuously learn GenAI and automation techniques

• Collaborative team player who engages well with Support, Engineering, Product, and Customer Success

• Deep customer empathy and a focus on delivering real business impact

Why Ema Unlimited?

• Innovative Technology: Be part of a company transforming enterprise workflows with Generative AI.

• Talented Team: Collaborate with world-class engineers and designers from top tech companies and universities.

• Growth Opportunities: Ema is backed by leading investors, providing abundant opportunities for professional development.

• Hybrid Work Environment: Enjoy a flexible, hybrid setup with time in our Mountain View office.

Join us at Ema Unlimited and help shape the future of enterprise productivity with groundbreaking AI solutions.

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.