Senior Technical Support Specialist
New
E
Ema Unlimited Inc.Enterprise AI
LondonFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 6–9+ years
- Required Skills
- RESTful APIsDistributed SystemsTechnical support
Requirements
- 6–9+ years of experience in senior technical support, reliability, or production engineering.
- Proven experience supporting enterprise SaaS platforms in production environments.
- Strong understanding of APIs and enterprise integrations.
- Deep knowledge of distributed systems.
- Proficiency in analyzing logs, traces, and system diagnostics.
- Extensive experience handling technical escalations and Sev-1/Sev-2 incidents.
- Strong customer-facing skills and ability to communicate with senior stakeholders.
- Excellent debugging instincts and experience operating in ambiguous technical environments.
- Ability to provide workarounds and alternate approaches for complex issues.
- Experience contributing to root cause analysis (RCA) and engineering feedback loops.
Responsibilities
- Own customer-reported issues from intake to resolution while adhering to SLAs.
- Debug agentic workflows end-to-end across models, tools, and integrations.
- Provide workarounds to unblock customers while engineering solutions are developed.
- Resolve Sev-1 and Sev-2 incidents while maintaining clear, calm customer communication.
- Create high-signal bug reports and incident summaries for engineering and product teams.
- Improve internal runbooks, playbooks, and diagnostic processes.
- Mentor junior support engineers and maintain operational excellence.
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