Senior Support Engineer job opportunity at Ema Unlimited.

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Ema Unlimited Senior Support Engineer
Experience: 4-years
Pattern: full-time
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loacation Bengaluru, Karnataka, India - Bengaluru, India
loacation Bengaluru, Kar..........India

Who are we?Ema is building the next generation AI technology to empower every employee in the enterprise to be their most creative and productive. Our proprietary tech allows enterprises to delegate most repetitive tasks to Ema, the Universal AI employee. We are founded by ex-Google, Coinbase, Okta executives, and serial entrepreneurs. We’re well-funded by the top investors and angels in the world. Ema is based in Silicon Valley and Bangalore.Who are you?You are a Senior Support Engineer who delivers world-class post-deployment support for product and solution deployments. You are highly customer-oriented, calm under pressure, and excellent at triaging complex issues, reproducing problems, and driving cross-functional resolution with Implementation and Engineering teams.You act as the customer’s advocate while ensuring issues are tracked, prioritized, and resolved with clarity, urgency, and high quality.Roles and ResponsibilitiesOwn customer-facing incident management and escalations for post-deployment enterprise accountsTriage incoming issues by gathering context, logs, steps-to-reproduce, and customer impactCreate clear, actionable bug reports and support tickets with detailed reproduction steps and diagnosticsCoordinate closely with Implementation and Engineering teams to drive timely issue resolutionTrack and manage SLAs and key support metrics including FRT, TAT, AHT, and CSATProvide proactive, regular status updates to customers and internal stakeholdersCommunicate effectively with both technical and non-technical customer teams during incidents and escalationsIdentify recurring issues and contribute to improvements in documentation, runbooks, and support processesMaintain and enhance internal knowledge bases, troubleshooting guides, and escalation playbooksValidate fixes, coordinate customer confirmation, and support post-resolution follow-upsParticipate in escalation and on-call rotations as requiredIdeally, you’d haveExperience4+ years of experience in Support Engineering, Software Engineering, or Technical Customer SupportHands-on experience supporting AI/LLM-based applications in production environmentsExperience configuring, deploying, or supporting AI agents, workflows, or ML systemsExposure to prompt engineering and iterative improvement of LLM outputsExperience running UATs or customer-facing evaluations for AI systemsProven ability to manage complex enterprise customer issues independentlyFamiliarity with support metrics such as FRT, AHT, TAT, CSATStrong production troubleshooting skills, including diagnosing AI performance and recommending improvements to accuracy and business KPIsTechnical SkillsStrong understanding of LLM application architecture, including:Prompting patterns (system/instructions, few-shot, structured outputs, function/tool calling)Agentic workflows and orchestration conceptsRAG 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 issuesGood understanding of backend concepts that affect AI systems: latency, retries, timeouts, queues, rate limits, and distributed system failure modesAbility to read logs and understand API request/response flowsExperience with ticketing, incident management, and customer communication toolsSoft SkillsExcellent communication skills, both written and verbalAbility to work effectively with technical and non-technical stakeholdersHigh ownership and accountability for customer outcomesStrong analytical and problem-solving mindset, especially under production pressureCuriosity and willingness to continuously learn new GenAI and automation techniquesCollaborative team player who works seamlessly across Support, Engineering, Product, and Customer SuccessDeep customer empathy, always prioritizing real business impactEqual OpportunityEma Unlimited Inc. is an equal opportunity employer and is 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.

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