Technical Support Engineer

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Istari

WebsiteLinkedInAll Job Openings

11 - 50 employees

🚀 Aerospace

☁️ SaaS

🤖 Artificial Intelligence

Aerospace • SaaS • Artificial Intelligence

Istari is at the forefront of digital engineering innovation, providing digital twin technology that revolutionizes industries from aerospace to agriculture. By making digital twins simple and secure, Istari unlocks advanced models and simulations, facilitating more efficient and sustainable product development. The company's innovative approach extends the internet into a future engineering metaverse, offering software-like agility for physical systems and empowering collaborative and secure workflows. Recognized for their groundbreaking work, Istari has secured a $19M contract to develop the world’s first digitally certified airplane, marking a significant milestone in digital certification and collaboration with partners like Lockheed Martin.

📋 Description

• Own incoming tickets in Pylon. • Resolve what you can directly, and triage the rest following workflows set by the Support Engineering Team. • Collect and document the logs, reproduction steps, and environment detail Engineering needs to act on a bug before escalation. • Recognize patterns in customer requests and capture enough context to surface them 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 process into runbooks, so recurring issues don't require re-solving the same problem twice. • Maintain strong SLA adherence and CSAT on your queue.

🎯 Requirements

• 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 • 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 • Strong drive to get results for customer issues. • Experience writing and maintaining evergreen documentation internally. • Experience troubleshooting API issues, interacting with relational databases, and leveraging observability tools and logs.

🏖️ Benefits

• 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.