Support Specialist (Night Shift)

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.

Qualifications

• 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

About Impel

We're harnessing the power of AI to transform automotive retailing, one of the largest segments of the global economy, and we've become one of the largest vertical AI companies in the world. Our industry-leading Automotive AI Operating System helps retailers and OEMs unify the entire customer journey--fueling faster decisions, deeper connections, and measurable impact at every step along the way. To date, we've delivered 34 billion shopper interactions, influencing more than $8 billion in Sales and Service revenue across 51 countries. To learn more about Impel, visit impel.ai.

Our Values

Relationships - At the heart of everything we do are the connections we build with customers, colleagues, and communities--rooted in trust, and strengthened through collaboration.

Results - We believe every innovation should be purposeful, every challenge met with strategy, and every outcome drives lasting measurable success.

Inventiveness - We don't just adapt to change; we embrace an entrepreneurial spirit that inspires us to take bold action--pushing boundaries and constantly reimagining what's possible at every turn.

Grit - We have a relentless drive to push forward, overcome obstacles, and seek out new ideas with ambition, energy, and passion--no matter what roadblocks we may encounter.