Patient Support Specialist

About Ema Ema builds AI Employees for HR, IT and Finance. Our AI Employees take on the busy work across the employee experience, from recruiting, onboarding and benefits to IT support, invoice processing and payroll, so people can spend their time on work that needs them. Founded by former executives from Google, Coinbase, Flipkart, and Okta, our team includes engineers from premier tech companies and graduates of Stanford, MIT, UC Berkeley, CMU, and IITs. We are backed by industry leading investors including Accel, Naspers/Prosus, Creaegis, Section32, and angels like Sheryl Sandberg and Dustin Moskovitz. Headquartered in Silicon Valley and with offices in London, Bangalore and Vancouver, Ema is at the frontier of what Agentic AI can do in production. We ship real systems that run real business processes at scale. Role: Senior Support Specialist (Enterprise Agentic AI) Company: Ema Unlimited Inc. Location: London Employment Type: Full-time/Remote 1. About Ema (Why Ema) Ema is building the world's first Universal AI Employee - a production-grade agentic AI platform that automates real enterprise workflows across HR, IT, Finance, and Operations. Ema's customers do not run demos. They replace mission-critical, manual business processes with agentic AI systems that operate across multiple SaaS tools, APIs, and human-in-the-loop workflows. In this world, support is not reactive. Support is production reliability, trust preservation, and system learning. At Ema, Senior Technical Support Specialists are operators of live AI systems, not ticket handlers. 2. Role Overview The Senior Support Engineer owns the health, reliability, and trustworthiness of Ema's deployed agentic AI systems in production. This role sits at the intersection of: AI behavior Workflow orchestration Enterprise integrations Customer trust Engineering feedback loops This is: Not L1 / call-center support, Not a "just elevate to engineering" role, Not reactive firefighting only This is : A senior technical escalation role, A production debugging and RCA role, A partner to Engineering, Product, and Implementation, A role with real authority during incidents 3. Impact of the Role Impact at Ema You are the last line of defense between a production issue and customer trust erosion You prevent small failures from turning into account-level crises You ensure learnings from incidents improve the product and delivery systemically Impact on Customers Customers trust Ema because issues are handled competently and transparently AI failures #J-18808-Ljbffr EMA