Environmental Management Authority

Support Engineer

• Own customer-reported issues from intake to resolution adhering strictly to SLAs
• Take responsibility for diagnosis, coordination, and closure; Importantly, provide workarounds to customers to unblock them while engineering fix is made
• Ensure no issue is “lost” between teams
• Act as technical owner even when multiple teams are involved
• Debug agentic workflows end-to-end
• Trace failures across agents, tools, integrations, and humans-in-the-loop
• Identify whether issues are caused by model behavior, prompt/policy logic, workflow orchestration, integration constraints, customer configuration
• Provide clear, actionable root cause summaries
• Resolve Sev 1/Sev 2 Client issues; Escalate to the right team to help solve and close the issue. Keep customer communication calm, factual, and confidence-building
• Communicate during incidents without speculation or panic
• Explain AI failures in a way customers can understand
• Set realistic recovery timelines
• Rebuild trust post-incident through transparency and follow-through
• Write high-signal bug reports and incident summaries
• Advocate for fixes based on customer impact, not noise
• Help Product understand real production behavior
• Ensure support insights influence roadmap and quality improvements

Senior Technical Support Specialist – Enterprise Agentic AI

Account Manager

• Identify, onboard, and grow key go-to-market (GTM) partners, including consultancies, resellers, cloud marketplaces, ISVs, and system integrators
• Collaborate with partners to build joint value propositions and GTM plans tailored to priority industries and enterprise use cases
• Lead partner enablement efforts, including training, certifications, and sales collateral
• Serve as the partner’s advocate internally, sharing feedback to improve product and collaboration
• Structure and negotiate partnership agreements, incentives, and success metrics
• Drive pipeline through partner channels and work closely with sales teams on co-selling opportunities
• Track joint deals, monitor partner-influenced pipeline, and measure revenue impact
• Build and scale partner programs, including onboarding flows, partner portals, and reporting tools
• Define partner success metrics and lead quarterly business reviews (QBRs)
• Collaborate cross-functionally with Sales, Marketing, Product, and Customer Success to support partner growth
• Stay up to date on trends in enterprise AI and evolving GTM models
• Represent the company at industry events, partner conferences, and ecosystem forums

Partner Manager

Implementation Specialist

• Own technical delivery from design alignment through production rollout and stabilization
• Configure, extend, and integrate Ema's agentic AI platform to meet customer requirements
• Ensure solutions align with Ema's agentic architecture and platform capabilities
• Write clean, efficient, maintainable code to build customer integrations, custom agents, and workflow extensions
• Build and maintain APIs (REST, gRPC) and integrations across enterprise SaaS systems
• Work with back-end languages such as Python and Go, and contribute to front-end interfaces (React/Angular, HTML, CSS, JavaScript) where customer-facing tooling is needed
• Work with data stores such as PostgreSQL, Clickhouse, Elastic, and Redis to shape scalable, extensible schemas for customer deployments
• Develop deep understanding of each customer's business processes, systems, and constraints
• Translate business workflows into feasible agentic AI workflows — and push back when something shouldn't be built
• Anticipate where AI implementations break: integrations, data quality, scale, edge cases
• Be the primary technical point of contact for customer business and IT stakeholders during implementation
• Coach customer teams and internal partners during high-stress phases — go-lives, incidents, scope changes
• Communicate progress, risks, and decisions clearly across technical and executive audiences
• Stand systems up in multi-tenant SaaS environments and harden them for production
• Apply security best practices and enterprise integration patterns (auth, RBAC, audit, compliance)
• Track success through adoption signals and outcome metrics — not just feature shipment
• Stabilize systems post-go-live under real pressure
• Coordinate across Ema Engineering, Product, Data, Infrastructure, and Value Engineering
• Feed customer learnings back into product and platform improvements
• Contribute to shared standards, delivery discipline, and reusable patterns across the implementation team

Senior Technical Support Specialist – Enterprise Agentic AI

Partner Manager

AI Implementation Engineer