Senior Frontline Support Engineer – API & Runbooks

Tari Labs, LLC.; United States; On-site; USD 85,000 - 120,000; Full time

Job summary

Istari Digital is a digital engineering software company building open, scalable infrastructure for engineering data. We’re hiring a frontline support specialist who will own the first line of the customer experience end to end.

You’ll be the primary contact for incoming tickets, work with the Support Engineering Manager to refine processes, and develop self-service resources to reduce escalations. This role emphasizes clear communication, rigorous triage, and a drive to improve the product

Qualifications

• 5+ years in technical or customer support handling real product issues.
• Experience with ticketing systems like Pylon.
• Strong written technical communication and bug triage skills.

Responsibilities

• Own incoming tickets and triage per workflows.
• Collect logs, steps to reproduce, and environment details for engineering.
• Document patterns for product feature requests.
• Write and maintain self-service docs and runbooks.
• Ensure SLA adherence and CSAT targets.
• Contribute to knowledge base and help center content.

Skills

Technical support

Ticket triage

Bug triage

Technical writing

API & DB

Tools

Pylon

Job description

Istari Digital is a digital engineering software company building open, scalable infrastructure for engineering data. We’re hiring a frontline support specialist who will own the first line of the customer experience end to end.

You’ll be the primary contact for incoming tickets, work with the Support Engineering Manager to refine processes, and develop self-service resources to reduce escalations. This role emphasizes clear communication, rigorous triage, and a drive to improve the product