Senior Support Engineer

Ema is seeking a Senior Support Engineer to provide world-class post-deployment support for AI/LLM-based product and solution deployments. This role involves owning customer-facing incident management, triaging complex issues, reproducing problems, and coordinating with engineering teams for timely resolution. The ideal candidate will act as a customer advocate, track SLAs, provide proactive updates, and contribute to improving support processes and documentation. This position requires strong technical skills in LLM architecture, APIs, and troubleshooting, coupled with excellent communication and problem-solving abilities.

Must Have

• 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.
• Coordinate closely with Implementation and Engineering teams to drive timely issue resolution.
• Track and manage SLAs and key support metrics (FRT, TAT, AHT, CSAT).
• Provide proactive, regular status updates to customers and internal stakeholders.
• Communicate effectively with both technical and non-technical customer teams.
• 4+ years of experience in Support Engineering, Software Engineering, or Technical Customer Support.
• Hands-on experience supporting AI/LLM-based applications in production environments.
• Strong understanding of LLM application architecture, prompting patterns, agentic workflows, RAG fundamentals, and evaluation concepts.
• Proficiency with APIs and integrations (JSON, REST, auth basics).
• Ability to read logs and understand API request/response flows.
• Experience with ticketing, incident management, and customer communication tools.
• Excellent communication skills, high ownership, and strong analytical problem-solving mindset.

Good to Have

• 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.
• Understanding of backend concepts that affect AI systems (latency, retries, timeouts, queues, rate limits, distributed system failure modes).
• Curiosity and willingness to continuously learn new GenAI and automation techniques.
• Collaborative team player.
• Deep customer empathy.

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.