Technical Support Engineer
New
I
Istari DigitalDigital engineering software
Anywhere - USFull-TimeMiddle
Salary$85,000 - $120,000 a year
Apply NowOpens the employer's application page
Job Details
- Experience
- 5+ years of experience in technical or customer support
- Required Skills
- SQLScriptingNetworking
Requirements
- 5+ years of experience in technical or customer support handling real product issues.
- Familiarity with ticketing platforms such as Pylon.
- Demonstrated skill in bug triage methodology.
- Strong written technical communication skills for both internal and customer-facing content.
- Proactive troubleshooting mindset focused on identifying root causes.
- Experience gathering technical details including logs, reproduction steps, and environment info.
- Experience troubleshooting API issues and interacting with relational databases.
- Understanding of core networking concepts.
- Experience with observability tools, logging, and scripting or automation for diagnostics.
- Experience building out help centers or knowledge bases from scratch (preferred).
Responsibilities
- Own incoming tickets in Pylon and resolve them directly or triage according to set workflows.
- Collect and document logs, reproduction steps, and environment details for engineering escalations.
- Recognize patterns in customer requests to surface well-contextualized feature requests to the Product team.
- Write and maintain help documentation and self-service content.
- Develop troubleshooting runbooks to streamline processes for recurring issues.
- Maintain strong SLA adherence and CSAT scores for the support queue.
View Full Description & ApplyYou'll be redirected to the employer's site
