Support Specialist (Night Shift)

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

We're hiring a Support Specialist to provide advanced, hands-on technical support for our AI product suite (Sales AI, Chat AI, AIOS, AIVA, Car Buying AI, DVA), while also serving as a direct, customer-facing point of contact via calls and email. T candidates should be comfortable reading logs, doing light scripting.

• Provide support for emails and tickets from end users regarding technical issues/inquiries, and deliver advanced support beyond first-line troubleshooting
• Handle direct customer interactions via call and email — communicate clearly and professionally with both technical and non-technical stakeholders
• Investigate technical issues by reading application/system logs and querying log platforms (e.g., Langsmith, AWS-based logging/monitoring tools) to identify root cause
• Use basic Python scripting to troubleshoot, automate repetitive checks, or validate data/pipeline issues
• Contribute to and maintain the team's SOPs to ensure consistent, efficient, and accurate resolution of common incidents and service requests
• Collaborate with cross-functional internal teams to resolve complex/escalated customer issues; serve as an escalation point for the broader support team
• Report variances or discrepancies in procedure/policy to leadership
• Manage user onboarding and off-boarding
• Document incidents and prepare detailed reports on findings and resolutions
• Respond swiftly to critical issues and help manage incident response
• Work directly with stakeholders/clients to understand their AI needs and translate them into support solutions
• Communicate complex AI concepts in clear, accessible language for non-technical audiences
• Maintain a high level of confidentiality with customer, employee, and company information; exercise good judgment with sensitive or complex requests
• Demonstrate professional, respectful conduct with customers and co-workers, and commitment to diversity, equity, and inclusion
• Stay current with advancements in AI technology and support best practices
• Perform other duties as assigned

Other

• Maintains confidentiality of work-related issues, records, and company information
• Demonstrates a commitment to Diversity, Equity and inclusion by treating everyone with respect and dignity, ensuring all voices are heard and advocating change.

• Prior experience in technical/customer support, ideally within a SaaS or AI product environment
• Basic Python scripting ability — able to read, modify, and write simple scripts for troubleshooting/automation
• Familiarity with how AI/ML models function at a working level (enough to explain behavior and troubleshoot issues, not build models)
• Ability to read code and system logs
• Hands-on experience with AWS (required)
• Experience with Langsmith or a comparable log query/observability tool (required)
• Strong verbal and written communication skills — confident handling live customer calls in addition to email/ticket support
• Experience with support/ticketing platforms (e.g., Salesforce, JIRA)
• Strong organizational skills and ability to manage multiple priorities/escalations simultaneously