Ticket Triage: Own incoming tickets in Pylon, resolving what you can and triaging the rest using workflows set by the Support Engineering Team.
Engineering Handoff: Collect logs, reproduction steps, and environment details needed before escalating a bug.
Product Feedback: Recognize patterns in customer requests, capturing enough context to surface feature requests to Product.

Documentation & Self-Service:

Write and maintain help docs and self-service content so customers can resolve common issues without filing a ticket.
Turn troubleshooting processes into runbooks so recurring issues don't require re-solving the same problem twice.

Metrics & Process:

Maintain strong SLA adherence and CSAT on your queue.
Follow defined processes and procedures to ensure consistent quality and efficiency.

Istari Digital

Istari is a digital engineering software company building open, scalable infrastructure for engineering data. Their platform integrates engineering models across disciplines and security levels, with a focus on rewarding focus, finishing, and fellowship.

Apply for This Position