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.

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