Frontline Technical Support Engineer

Istaridigital.Ai; United States; On-site; USD 90,000 - 120,000; Full time

Job summary

Istari is seeking a detail-focused support professional to own the first line of customer experience, triaging tickets, and coordinating with Engineering for reproducible issues. You will help shape self-service resources and runbooks to reduce ticket volume while maintaining strong SLA adherence and CSAT.

You will document logs, steps to reproduce, and environment details for escalations, while surfacing recurring patterns to Product as actionable feature requests.

Qualifications

• 5+ years of experience in technical or customer support, handling real product issues.
• Familiarity with ticketing platforms like Pylon.
• Demonstrated bug triage methodology and strong written technical communication.
• Proactive troubleshooting mindset that digs into why, not just a workaround.
• Comfortable gathering logs, steps to reproduce, and environment info within a defined process.
• Strong drive to get results for customer issues.

Responsibilities

• Ticket Triage: Own incoming tickets in Pylon and triage per workflows.
• Engineering Handoff: Collect logs, reproduction steps, and environment details for engineering action.
• Product Feedback: Surface patterns to Product as real feature requests.
• Documentation & Self-Service: Write and maintain help docs so customers resolve issues without filing a ticket.
• Process & Runbooks: Convert troubleshooting steps into runbooks to avoid repeated work.
• Metrics: Maintain SLA adherence and CSAT on your queue.

Skills

Bug triage

Technical writing

Customer support

Log analysis

Tools

Pylon

Job description

Istari is seeking a detail-focused support professional to own the first line of customer experience, triaging tickets, and coordinating with Engineering for reproducible issues. You will help shape self-service resources and runbooks to reduce ticket volume while maintaining strong SLA adherence and CSAT.

You will document logs, steps to reproduce, and environment details for escalations, while surfacing recurring patterns to Product as actionable feature requests.