Istari

Istari Digital is at the forefront of revolutionizing industries with digital twins, simplifying and securing models and simulations for enhanced products and systems. Their innovative approach empowers various sectors from aerospace to agriculture, pa...

Aerospace & Defense

Industrials

11-50 (30)

Founded 2022

$13M raised

18 open positions

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Technical Support Engineer

3 weeks, 2 days ago

United States

Full-time

Senior

Customer and Technical Support

Apply Now

Istari

Aerospace & Defense

11-50

Founded 2022

$13M raised

View All Jobs 18

Description

Own incoming support tickets in Pylon and resolve or triage them using established Support Engineering workflows.
Collect and document logs, reproduction steps, and environment details needed for engineering escalations.
Identify patterns in customer issues and convert them into well-contextualized product feedback and feature requests.
Write and maintain help documentation and self-service resources to reduce ticket volume.
Turn recurring troubleshooting approaches into runbooks and reusable internal processes.
Maintain strong SLA adherence and CSAT on the support queue.
Work closely with the Support Engineering Manager to improve the support function as it scales.

Requirements

5+ years of experience in technical or customer support handling real product issues.
Familiarity with ticketing platforms like Pylon.
Demonstrated skill in bug triage methodology.
Strong written technical communication skills.
Proactive troubleshooting mindset focused on understanding root causes, not just workarounds.
Comfort gathering technical details such as logs, reproduction steps, and environment information within a defined process.
Strong drive to resolve customer issues.
Experience building a help center or knowledge base from scratch (preferred).
Experience troubleshooting API issues, working with relational databases, and using observability tools and logs (preferred).
Understanding of core networking concepts and comfort with scripting or automation (preferred).

Interested in this position?

Apply directly on the company website

Apply Now

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