Senior Technical Support Specialist – Enterprise Agentic AI

Environmental Management Authority

Senior Technical Support Specialist at Ema ensuring reliability and customer trust in production AI systems. Diagnosing failures and collaborating with engineering for effective resolutions in hybrid work environment.

Posted 5/12/2026full-timeBengaluru • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

Distributed Systems

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

6–9+ years in senior technical support, reliability, or production engineering roles
Experience supporting enterprise SaaS platforms in production
Strong understanding of APIs and integrations
Distributed systems
Logs, traces, and diagnostics
Experience handling escalations and incidents
Customer-facing experience with senior stakeholders

Benefits

Comp & perks

Flexible work arrangements

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

diagnosisdebuggingroot cause analysisincident managementAPI understandingintegration supportdistributed systemslogs analysistracingSaaS support

Soft Skills

customer communicationcalmness under pressuretransparencytrust rebuildingadvocacycollaborationproblem-solvingstakeholder managementactionable reportingincident explanation