# Senior Technical Support Specialist

**Company:** [Ema](https://hotfix.jobs/companies/ema)
**Location:** Remote
**Role:** Support Engineering
**Experience:** 9+ years
**Skills:** APIs, Integrations, Distributed Systems, Logs, Traces, Diagnostics, Workflow Orchestration, Root Cause Analysis, Incident Management, AWS, GCP, Microsoft Azure, Enterprise Saas
**Posted:** 2026-08-18

> Owns high-severity enterprise customer issues for deployed agentic AI systems, diagnosing failures across AI behavior, workflows, integrations, and configuration. The role requires 6–9+ years of senior technical support, reliability, or production engineering experience, strong incident management, and clear customer communication.

## Job Description

## Responsibilities

- Own customer-reported production issues from intake through resolution while adhering to SLAs.
- Diagnose and coordinate issues across agents, tools, integrations, workflows, and human-in-the-loop processes.
- Provide customer workarounds while engineering fixes are developed.
- Debug failures involving AI behavior, prompt and policy logic, workflow orchestration, integration constraints, data quality, and customer configuration.
- Resolve Sev-1 and Sev-2 incidents and escalate them to the appropriate teams.
- Communicate calmly and clearly with customers during incidents, explain AI failures, set realistic recovery timelines, and rebuild trust through transparency and follow-through.
- Write high-signal bug reports, root-cause analyses, and incident summaries.
- Provide production feedback to Engineering and Product based on customer impact.
- Improve runbooks, playbooks, diagnostics, on-call hygiene, and escalation processes.
- Mentor junior support engineers and raise support quality standards.

## Requirements

- **6–9+ years** of experience in senior technical support, reliability, or production engineering roles.
- Experience supporting enterprise SaaS platforms in production.
- Strong understanding of APIs, integrations, distributed systems, logs, traces, and diagnostics.
- Experience handling technical escalations and production incidents.
- Customer-facing experience with senior stakeholders.
- Excellent debugging and root-cause analysis skills.
- Ability to operate effectively in ambiguous systems and communicate clearly with engineers and customers.
- Strong ownership, reliability, judgment, and incident-management skills.

## Nice to Have

- Experience supporting AI or automation platforms.
- Familiarity with workflow orchestration or agentic systems.
- Familiarity with AWS, Google Cloud, or Microsoft Azure.
- Experience with high-availability, 24/7 systems.

## Compensation & Benefits

- Compensation is determined based on location, level, job-related knowledge, skills, and experience.
- The role may be eligible for variable compensation, equity, and benefits.

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