Support Engineer • Senior

Who you are

You are a Senior Support Engineer with a strong focus on delivering world-class post-deployment support for product and solution deployments. You excel in customer service, remaining calm under pressure while triaging complex issues and driving cross-functional resolutions with Implementation and Engineering teams. Your ability to act as the customer’s advocate ensures that issues are tracked, prioritized, and resolved with clarity and urgency.

With a deep understanding of incident management, you own customer-facing escalations for post-deployment enterprise accounts. You gather context, logs, and steps-to-reproduce to triage incoming issues effectively. Your skills in creating clear, actionable bug reports and support tickets with detailed reproduction steps and diagnostics are essential in this role.

You coordinate closely with Implementation and Engineering teams to drive timely issue resolution, ensuring that SLAs and key support metrics such as FRT, TAT, AHT, and CSAT are tracked and managed. Your proactive communication style allows you to provide regular status updates to customers and internal stakeholders, ensuring everyone is informed during incidents.

Your ability to communicate effectively with both technical and non-technical customer teams during incidents is crucial. You possess deep customer empathy, always prioritizing real business impact and striving to enhance the customer experience.

What you'll do

In this role, you will take ownership of customer-facing incident management and escalations for post-deployment enterprise accounts. You will triage incoming issues by gathering context, logs, and steps-to-reproduce, ensuring that you understand the customer impact thoroughly. Your expertise will allow you to create clear, actionable bug reports and support tickets that include detailed reproduction steps and diagnostics.

You will coordinate closely with Implementation and Engineering teams to drive timely issue resolution, ensuring that all parties are aligned and informed throughout the process. Tracking and managing SLAs and key support metrics will be a critical part of your responsibilities, as you aim to maintain high standards of service delivery.

Providing proactive, regular status updates to customers and internal stakeholders will be essential in your role. You will communicate effectively with both technical and non-technical teams, ensuring that everyone is on the same page during incidents. Your deep customer empathy will guide your actions, as you always prioritize real business impact and strive to enhance the customer experience.

What we offer

At Ema, you will be part of a dynamic team that is building the next generation of AI technology. We are committed to empowering every employee in the enterprise to be their most creative and productive. You will work alongside a team of experienced professionals, including ex-Google, Coinbase, and Okta executives, in a well-funded environment supported by top investors.

We offer a collaborative and innovative work culture where your contributions will directly impact our mission. You will have the opportunity to grow your skills and advance your career in a supportive environment that values your input and expertise. Join us in our mission to revolutionize the way enterprises operate with AI technology.