Title: Support Specialist (Night Shift)
Reports to: Support Operations Manager
Location: Tbilisi, Georgia
Team: Support
Role Summary:
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.
Essential Functions & Responsibilities:
** 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
Required 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
If Interested, please fill out the following form: https://myjobs.adp.com/impeljobs/cx/job-details?__tx_annotation=false&reqId=5001226236506
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