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Open nowFirst seen 39 hours ago

Support Specialist (Night Shift)

IMPEL12 open roles

Where
Tbilisi, GEO
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Your applicationOpen nowSupport Specialist (Night Shift)IMPEL · Tbilisi, GEO

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on IMPEL's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

11.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 2.1%1 day
  2. 4.4%3 days
  3. 11.8%7 days
  4. 18.6%14 days
  5. 35.6%30 days
  6. 45.1%60 days
This job: first seen 39 hours ago

The posting

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
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