Technical Support Engineer

Who you are

• 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
• 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

What the job involves

• 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
• 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
• 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