Senior Technical Support Specialist

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Environmental Management Authority

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

🛡️ Insurance

💼 Consulting

Healthcare • Insurance • Consulting

Environmental Management Authority (EMA) is a company that specializes in offering advanced artificial intelligence solutions for business automation and enterprise productivity. Their flagship product, 'Ema', is a Universal AI Employee designed to boost productivity by learning, adapting, and evolving to fit various roles within an organization. With features like conversational AI configuration, a pre-built library of agents, and integration with numerous applications, EMA enables companies to streamline complex workflows efficiently. EMA emphasizes trust, security, and compliance, providing customizable private AI models with advanced data governance and top-tier encryption. The company services a range of sectors including healthcare insurance and fintech, making it a versatile choice for enhancing business operations across different industries.

📋 Description

• Own customer-reported issues from intake through resolution and closure while adhering to SLAs • Diagnose, coordinate, and close production issues, providing customer workarounds while engineering fixes are developed • Act as the technical owner across multiple involved teams • Debug agentic workflows end-to-end across agents, tools, integrations, and humans-in-the-loop • Determine whether issues arise from model behavior, prompt or policy logic, workflow orchestration, integration constraints, or customer configuration • Provide actionable root-cause summaries • Resolve Sev-1 and Sev-2 customer incidents and escalate to the appropriate teams • Communicate calmly and transparently with customers during incidents, explain AI failures, and set realistic recovery timelines • Write high-signal bug reports and incident summaries • Advocate for product fixes based on customer impact and inform roadmap and quality improvements • Improve runbooks, playbooks, diagnostics, on-call hygiene, and escalation clarity • Mentor junior support engineers and raise support quality

🎯 Requirements

• 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 • Strong understanding of distributed systems • Strong understanding of logs, traces, and diagnostics • Experience handling escalations and incidents • Customer-facing experience with senior stakeholders • Excellent debugging instincts • Ability to operate in ambiguous systems and isolate root causes across layers • Preferred: support or reliability experience in AI or automation platforms • Preferred: experience with workflow orchestration or agentic systems • Preferred: familiarity with AWS, GCP, or Azure • Preferred: background in high-availability, 24×7 systems

🏖️ Benefits

• Variable compensation may be available for certain roles • Equity may be available for certain roles • Benefits may be available for certain roles