Technical Support Engineer

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. 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. Demonst