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 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 QualifcationsSupport & 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.
$85,000 - $120,000 a year
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.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
