Technical Support Engineer, Istari
$85-120k
Digital twin technology
Open for applications
Digital twin technology
21-100 employees
Open for applications
$85-120k
21-100 employees
Company mission
To level the digital playing field.
Role
Who you are
- 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
- 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
Desirable
- 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
What the job involves
- Istari is a self-hosted engineering platform with deep API surface area, a rich integration ecosystem, and demanding operational requirements. We're building out frontline support, and we need someone who can own the first line of the customer experience end to end
- This isn't a queue sitting behind another queue. You'll be the primary point of contact for incoming tickets, working closely with the Support Engineering Manager to keep the support function sharp and self-improving as it scales
- 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
- 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
Our take
In the realm of digital engineering, industries like aerospace, defense, and manufacturing face significant challenges. Traditional methods of designing, testing, and certifying complex systems are often time-consuming, costly, and environmentally taxing. These processes typically require physical prototypes and extensive real-world testing, leading to delays and increased resource consumption.
Istari is transforming this landscape by developing a platform that enables the creation, testing, and certification of technologies entirely in the digital real. Its advanced digital twin technology allows for virtual simulations and modeling, reducing the need for physical prototypes. This approach not only accelerates development timelines but also minimizes costs and environmental impact.
Its making major progress too, including the $19M contract with the US Air Force to help develop the world's first digitally certified aircraft. While the use of digital twins in military applications (especially with potential links to autonomous systems) can raise valid ethical concerns, Istari's focus is on safety, precision, and reducing the need for real-world testing that can be risky or wasteful. By improving how complex systems are designed and certified, its aiming to make engineering across industries more efficient and sustainable.
Steph
Company Specialist at Welcome to the Jungle
Company
Funding (1 round)
Feb 2023
$13m
SEED
Total funding: $13m
Company HQ
Crystal City, Arlington, VA
Leadership
Will Roper
(CEO)Will is a Distinguished Professor of the Practice at Georgia Institute of Technology as well as an Honorary Group Capital at the RAF.
Christopher Benson
(CTO)Christopher has worked at the United States Air Force since 2014 and currently serves as a Senior System Engineer. Previously founded ELLO, AFWERX, StartLabs, and Ring Theory.
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