Who are we?
Ema is building the next generation AI technology to empower every employee in the enterprise to be their most creative and productive. Our proprietary tech allows enterprises to delegate most repetitive tasks to Ema, the Universal AI employee. We are founded by ex-Google, Coinbase, Okta executives, and serial entrepreneurs. We’re well-funded by the top investors and angels in the world. Ema is based in Silicon Valley and Bangalore.
Who are you?
You are a Senior Support Engineer who delivers world-class post-deployment support for product and solution deployments. You are highly customer-oriented, calm under pressure, and excellent at triaging complex issues, reproducing problems, and driving cross-functional resolution with Implementation and Engineering teams.
You act as the customer’s advocate while ensuring issues are tracked, prioritized, and resolved with clarity, urgency, and high quality.
Roles and Responsibilities
Own customer-facing incident management and escalations for post-deployment enterprise accounts
Triage incoming issues by gathering context, logs, steps-to-reproduce, and customer impact
Create clear, actionable bug reports and support tickets with detailed reproduction steps and diagnostics
Coordinate closely 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 recurring issues and contribute to improvements in documentation, 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
Ideally, you’d have
Experience
4+ years of experience 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 production troubleshooting skills, including diagnosing AI performance and recommending improvements to accuracy and business KPIs
Technical Skills
Strong understanding of LLM application architecture, including:
Prompting patterns (system/instructions, few-shot, structured outputs, function/tool calling)
Agentic workflows and orchestration concepts
RAG fundamentals (chunking, embeddings, retrieval, reranking, context windows)Evaluation concepts (golden datasets, offline/online evals, quality metrics, regression testing)
Ability to diagnose ML/LLM performance issues and recommend next-step experiments or mitigations (guardrails, routing, prompt adjustments, data fixes)
Proficiency with APIs and integrations: JSON, REST (and SOAP where relevant), auth basics (tokens, OAuth), and troubleshooting payload/schema issues
Good understanding of backend concepts that affect AI systems: latency, retries, timeouts, queues, rate limits, and distributed system failure modes
Ability to read logs and understand API request/response flows
Experience with ticketing, incident management, and customer communication tools
Soft Skills
Excellent communication skills, both written and verbal
Ability to work effectively with 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 new GenAI and automation techniques
Collaborative team player who works seamlessly across Support, Engineering, Product, and Customer Success
Deep customer empathy, always prioritizing real business impact
Equal Opportunity
Ema Unlimited Inc. is an equal opportunity employer and is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or genetics.