Night Shift Support Specialist – AI Product Suite

About the role

Impel is seeking a Night Shift Support Specialist to provide advanced, hands‑on technical assistance for its AI product suite, including Sales AI, Chat AI, AIOS, AIVA, Car Buying AI, and DVA. The role involves direct customer interaction via phone and email, troubleshooting complex issues, and ensuring smooth onboarding and off‑boarding of users.

Key responsibilities

• Respond to email and ticket inquiries, delivering support beyond first‑line troubleshooting.
• Conduct live customer calls, communicating clearly with both technical and non‑technical stakeholders.
• Investigate issues by reading application/system logs and querying platforms such as Langsmith and AWS monitoring tools.
• Use basic Python scripting to automate checks, validate data pipelines, and resolve incidents.
• Maintain and improve SOPs for consistent incident resolution.
• Collaborate with cross‑functional teams to resolve escalated problems and act as an escalation point for the support team.
• Document incidents, prepare detailed reports, and manage critical incident response.

Required profile

• Prior experience in technical or customer support, preferably in a SaaS or AI environment.
• Ability to read and modify simple Python scripts for troubleshooting.
• Familiarity with AI/ML model behavior at a functional level.
• Hands‑on experience with AWS and log‑query tools such as Langsmith.
• Strong verbal and written communication skills, comfortable handling live calls.
• Experience with support/ticketing platforms like Salesforce or JIRA.

Required skills

• Python scripting
• AWS cloud services
• Langsmith or comparable observability tools
• Salesforce ticketing system
• JIRA issue tracking
• Log analysis and troubleshooting