Senior Support Engineer

Ema is seeking a Senior Support Engineer to provide exceptional post-deployment support for our cutting-edge AI product and solution deployments. As a customer-centric individual, you will be adept at managing complex issues under pressure, reproducing problems, and collaborating with Implementation and Engineering teams to drive resolutions.

You will act as the voice of the customer, ensuring that issues are meticulously tracked, prioritized, and resolved with speed 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, and steps-to-reproduce, assessing customer impact.
• Create clear, actionable bug reports and support tickets with detailed reproduction steps and diagnostics.
• Coordinate closely with Implementation and Engineering teams to ensure timely issue resolution.
• Track and manage Service Level Agreements (SLAs) and key support metrics, including First Response Time (FRT), Time to Acknowledge (TAT), Average Handling Time (AHT), and Customer Satisfaction (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 the improvement of 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.

Ideal Candidate Profile

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 User Acceptance Testing (UATs) or customer-facing evaluations for AI systems.
• Proven ability to independently manage complex enterprise customer issues.
• 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.

Ema Unlimited Inc. is an equal opportunity employer 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.