--- title: Support Specialist (Night Shift) at Impel description: 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 indus --- # Support Specialist (Night Shift) **Company:** Impel **Location:** Tbilisi, Georgia **Posted:** 2026-09-21 **Apply by:** 2026-11-05 [Apply / View original posting](https://www.linkedin.com/jobs/view/4469893403) ## Job description 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. , Relationships - We are dedicated to transparency, open communication and building trust that lasts beyond a transaction. Grit - We approach every activity and opportunity with tenacity and tireless execution. Results - We achieve success for our partners and take personal accountability for everything we do. Energy - We never settle, we constantly seek out new ideas with ambition and enthusiasm. Inventiveness - We lead with curiosity, which drives us towards continuous learning and innovation. Passion - We share an entrepreneurial spirit that inspires us to take initiative and be the best we can for ourselves and our teammates. Customer - We prioritize building strong, lasting partnerships with our external and internal customers, fostering loyalty and mutual respect. , 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 , Competitive in geographical markets, globally. --- 🔔 [Monitor similar jobs on Gurify](https://gurify.com/?utm_source=techgeo&utm_medium=jobboard&utm_campaign=monitor_similar&role=Support+Specialist+%28Night+Shift%29) — get alerted when matching roles are posted in Georgia. ```json {"@context":"https://schema.org/","@type":"JobPosting","title":"Support Specialist (Night Shift)","description":"

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. , Relationships - We are dedicated to transparency, open communication and building trust that lasts beyond a transaction. Grit - We approach every activity and opportunity with tenacity and tireless execution. Results - We achieve success for our partners and take personal accountability for everything we do. Energy - We never settle, we constantly seek out new ideas with ambition and enthusiasm. Inventiveness - We lead with curiosity, which drives us towards continuous learning and innovation. Passion - We share an entrepreneurial spirit that inspires us to take initiative and be the best we can for ourselves and our teammates. Customer - We prioritize building strong, lasting partnerships with our external and internal customers, fostering loyalty and mutual respect. , 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 , Competitive in geographical markets, globally.

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