Technical Support Engineer
- Role
- Support
- Experience
- Senior
- Employment
- Full-time
Open to US only. Set where you work from to check your eligibility.
No BS summary
Technical support engineer with 5+ years handling real product issues, not scripts. Must be US-based and strong in ticket triage, troubleshooting, logs/repro steps, and written technical communication. Pylon familiarity is required.
Required skills
Optional skills
Istari is a self-hosted engineering platform with deep API surface area, a rich integration ecosystem, and demanding operational requirements. We're building out frontline support, and we need someone who can own the first line of the customer experience end to end.
This isn't a queue sitting behind another queue. You'll be the primary point of contact for incoming tickets, working closely with the Support Engineering Manager to keep the support function sharp and self-improving as it scales.
About the role
Support at Istari is a quality gate, not a buffer. When an issue reaches Engineering, it should arrive as a reproducible, severity-assessed bug, not noise. When a pattern reaches Product, it should arrive as a real, well-contextualized feature request, not a vague complaint. You'll be expected to hold that standard from the first ticket you touch. You'll also keep building the self-service resources that mean fewer tickets need to reach you at all.
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Core Responsilities
- Ticket Triage: Own incoming tickets in Pylon. Resolve what you can directly, and triage the rest following workflows set by the Support Engineering Team.
- Engineering Handoff: Collect and document the logs, reproduction steps, and environment detail Engineering needs to act on a bug before you escalate it.
- Product Feedback: Recognize patterns in customer requests and capture enough context to surface them to Product as real feature requests.
- Documentation & Self-Service: Write and maintain help docs and self-service content so customers can resolve common issues without filing a ticket.
- Process & Runbooks: Turn your own troubleshooting process into runbooks, so recurring issues don't require re-solving the same problem twice.
- Metrics: Maintain strong SLA adherence and CSAT on your queue.
Required Qualifcations
Support & Communication
- 5+ years of experience in technical or customer support, handling real product issues rather than a fixed script
- Familiarity with ticketing platforms like Pylon.
- Demonstrated skill in bug triage methodology and strong written technical communication, since documentation feeds both engineering escalations and customer-facing help content directly.
Troubleshooting
- Proactive troubleshooting mindset that digs into "why," not just "here's a workaround.”
- Comfortable gathering technical detail, like logs, steps to reproduce, and environment info, all under a defined process rather than ad hoc.
- Strong drive to get results for customer issues.
Preferred Qualifications
- Documentation Depth: You've built out a help center or knowledge base from scratch, not just contributed to an existing one. You have experience writing and maintaining evergreen documentation internally, and consistently contribute to runbooks and best practices.
- Technical Depth: You have experience troubleshooting API issues, interacting with relational databases, and leveraging observability tools and logs to resolve issues. You understand core networking concepts and are comfortable with scripting or automation to speed up repetitive diagnostic work.
About Istari Digital
Istari is a digital engineering software company building open, scalable infrastructure for engineering data. Our platform lets customers simply and securely integrate engineering models across disciplines, organizations, and security levels — whether they're designing prototypes, performing virtual testing, or training AI and autonomy for complex systems.
Focus is rewarded. Finish is remembered.
Facts are friendly. Even when they are not fun.
Fellowship is fundamental. Make others successful.
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$85,000 - $120,000 a year
The anticipated compensation range for this position may vary based on experience, skills, qualifications, location, and business needs. In addition to base salary, this role may be eligible for bonuses, equity, and a comprehensive benefits package.
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What you'll do
- Own the first line of the customer experience end to end.
- Serve as the primary point of contact for incoming tickets.
- Work closely with the Support Engineering Manager to keep the support function sharp and self-improving as it scales.
- Ensure issues reaching Engineering arrive as reproducible, severity-assessed bugs.
- Ensure patterns reaching Product arrive as well-contextualized feature requests.
- Build self-service resources that reduce ticket volume.
- Own incoming tickets in Pylon.
- Resolve tickets directly where possible.
- Triage remaining tickets following workflows set by the Support Engineering Team.
- Collect and document logs, reproduction steps, and environment detail Engineering needs before escalating bugs.
- Recognize patterns in customer requests.
- Capture enough context to surface customer request patterns to Product as real feature requests.
- Write and maintain help docs and self-service content so customers can resolve common issues without filing a ticket.
- Turn troubleshooting processes into runbooks so recurring issues do not require re-solving the same problem twice.
- Maintain strong SLA adherence and CSAT on the queue.
What they require
- 5+ years of experience in technical or customer support, handling real product issues rather than a fixed script.
- Familiarity with ticketing platforms like Pylon.
- Demonstrated skill in bug triage methodology and strong written technical communication, since documentation feeds both engineering escalations and customer-facing help content directly.
- Proactive troubleshooting mindset that digs into “why,” not just “here's a workaround.”
- Comfortable gathering technical detail, like logs, steps to reproduce, and environment info, all under a defined process rather than ad hoc.
- Strong drive to get results for customer issues.
- Preferred: You've built out a help center or knowledge base from scratch, not just contributed to an existing one.
- Preferred: You have experience writing and maintaining evergreen documentation internally, and consistently contribute to runbooks and best practices.
- Preferred: You have experience troubleshooting API issues, interacting with relational databases, and leveraging observability tools and logs to resolve issues.
- Preferred: You understand core networking concepts and are comfortable with scripting or automation to speed up repetitive diagnostic work.
Benefits
- This role may be eligible for bonuses.
- This role may be eligible for equity.
- This role may be eligible for a comprehensive benefits package.
Istari is a digital engineering software company building open, scalable infrastructure for engineering data. Its platform lets customers securely integrate engineering models across disciplines, organizations, and security levels.