Technical Support Engineer

Core Responsibilities

• 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 Qualifications

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.