AI Support Engineer: Advanced Tech Help & Escalations

impeljobs; United States; On-site; USD 60,000 - 90,000; Full time

Job summary

impeljobs is seeking a Support Specialist to provide advanced technical support for our AI product suite and to serve as a direct customer-facing point of contact via calls and email. You will read logs, perform light scripting, and translate complex AI concepts for non-technical stakeholders.

Join a collaborative team, contribute to SOPs, and help manage incidents while staying up-to-date with AI technology and support best practices.

Qualifications

• Prior experience in technical or customer support in SaaS/AI environments.
• Basic Python scripting ability for troubleshooting.
• Familiarity with AWS and log analysis.

Responsibilities

• Provide advanced technical support for our AI product suite via calls and emails.
• Read application/system logs and use Langsmith/AWS tools to identify root causes.
• Collaborate with cross-functional teams and escalate complex issues as needed.
• Onboard/offboard users and document incidents and resolutions.

Skills

Python scripting

AWS

Log analysis

Customer support

SaaS/AI product knowledge

Communication skills

Tools

Salesforce

JIRA

Langsmith

Observability tools

Job description

impeljobs is seeking a Support Specialist to provide advanced technical support for our AI product suite and to serve as a direct customer-facing point of contact via calls and email. You will read logs, perform light scripting, and translate complex AI concepts for non-technical stakeholders.

Join a collaborative team, contribute to SOPs, and help manage incidents while staying up-to-date with AI technology and support best practices.