Senior Support Engineer

The Senior Support Engineer at Ema is responsible for delivering exceptional post-deployment support for enterprise product solutions, managing customer-facing incidents, and facilitating timely issue resolution by collaborating with Implementation and Engineering teams. This role requires triaging complex issues, creating detailed bug reports, tracking key support metrics, and providing proactive status updates to customers while maintaining clear communication with both technical and non-technical stakeholders. With over 4 years of experience in support engineering, this position involves diagnosing AI application performance issues, contributing to support process improvements, and actively participating in escalation and on-call rotations.