Senior Support Engineer

Ema is building the next generation AI technology to empower every employee in the enterprise to be their most creative and productive. We are seeking a Senior Support Engineer to deliver world-class post-deployment support for product and solution deployments.

Requirements

• 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
• Experience running UATs or customer-facing evaluations for AI systems
• 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
• 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
• Experience with ticketing, incident management, and customer communication tools

Benefits

• Equal Opportunity Employer
• No specific benefits mentioned