Senior Technical Support Specialist (Enterprise Agentic AI)
Ema
Posted 2026-05-12
BPO & Shared Services
Job Description
Ovii's Interpretation of the Role
Ema seeks a senior technical support specialist to own the health and reliability of its agentic AI platform in production. You will debug complex workflow failures, manage critical incidents, and act as the trusted liaison between customers and engineering.
Role Snapshot
- Senior technical escalation specialist
- Enterprise SaaS support
- End‑to‑end incident ownership
- AI workflow debugging
- Customer trust & communication
- Mentor junior support engineers
Must-Have Requirements
- Debugging and root‑cause analysis
- Sev‑1/Sev‑2 incident management
- API, logs, and trace analysis
- Distributed systems knowledge
- Enterprise SaaS production support
- Technical communication with senior stakeholders
- senior technical support
- enterprise SaaS production
Nice-to-Have Signals
- Agentic AI / LLM product familiarity
- Enterprise integration platforms (HRIS, ITSM, IAM, Finance)
- AWS / GCP / Azure infrastructure
- High‑availability 24×7 production systems
- AI/agentic systems
- enterprise integrations
- agentic AI
Work Setup
- Location: Bengaluru, India
- Work mode: HYBRID
- Remote scope: UNSPECIFIED
- Employment type: Full-Time
Not Specified in JD
- Visa sponsorship
- Salary range
- Remote eligibility
- Notice period
- Travel
- Security clearance
- Coding test
- Portfolio
- GitHub
What You'll Likely Work On
- Own customer‑reported production issues from intake through resolution while meeting SLAs
- Debug end‑to‑end agentic AI workflows, tracing failures across models, prompts, orchestration, and integrations
- Lead Sev‑1 and Sev‑2 incident response, provide clear escalation context, and set realistic recovery timelines
- Communicate incident status and root‑cause explanations to senior customer stakeholders
- Write detailed bug reports and incident summaries that drive engineering fixes
- Improve runbooks, playbooks, diagnostic tooling, and on‑call hygiene
- Mentor junior support engineers and raise the overall support quality
Good Fit If You Have
- Low ego, high accountability mindset
- Strong debugging instincts across multi‑layer systems
- 5+ years of enterprise SaaS technical support or production engineering
Skills
- Debugging & root‑cause analysis
- Sev‑1/Sev‑2 incident management
- API, logs, and trace analysis
- Distributed systems knowledge
- Enterprise SaaS production support
- Technical communication with senior stakeholders
- Agentic AI / LLM product familiarity (preferred)
- Enterprise integration platforms (HRIS, ITSM, IAM, Finance) (preferred)
- AWS / GCP / Azure infrastructure (preferred)
- High‑availability 24×7 systems (optional)