Senior Technical Support Specialist
New
E
Ema Unlimited Inc.Enterprise AI
United Kingdom (Remote)Full-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 6–9+ years
- Required Skills
- RESTful APIsSaaSDistributed SystemsTechnical support
Requirements
- 6–9+ years in senior technical support, reliability, or production engineering roles.
- Proven experience supporting enterprise SaaS platforms in production.
- Strong understanding of APIs and integrations.
- Experience working with distributed systems.
- Proficiency in analyzing logs, traces, and diagnostics.
- Experience handling escalations and incidents.
- Strong customer-facing experience with senior stakeholders.
- Ability to operate in ambiguous environments and isolate root causes across technical layers.
- Demonstrated bias toward ownership and permanent system fixes.
- Excellent judgment and ability to communicate effectively with both engineers and customers.
Responsibilities
- Own customer-reported issues from intake to resolution, adhering strictly to SLAs.
- Debug agentic workflows end-to-end across models, prompts, tools, and integrations.
- Resolve Sev-1/Sev-2 client incidents while providing clear, confidence-building communication.
- Provide workarounds to unblock customers while engineering develops permanent fixes.
- Write high-signal bug reports and incident summaries to drive product and engineering improvements.
- Improve runbooks, playbooks, and diagnostic processes.
- Mentor junior support engineers and enhance support operations.
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