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