Support Engineering Manager, Istari
Software Product
$144.8-217.2k
Digital twin technology
Open for applications
Digital twin technology
21-100 employees
Open for applications
$144.8-217.2k
21-100 employees
Company mission
To level the digital playing field.
Role
Who you are
- Required — software infrastructure & DevOps: Kubernetes, Docker, relational databases (PostgreSQL or similar), observability tooling (Prometheus, Grafana, log aggregation), REST and GraphQL APIs, Linux administration, networking and TLS basics
- Preferred — mechanical engineering & simulation: Familiarity with CAD platforms (CATIA, SolidWorks, NX), FEA or structural simulation, CFD concepts, PLM/PDM workflows, or digital thread concepts. You don't need to be a mechanical engineer, but you should be comfortable talking to ones who use Istari every day
- Leadership & support experience: 7+ years in a technical support or solutions engineering role; prior experience managing a team; demonstrated skill in SLA design, bug triage methodology, and written technical communication. Strong drive to get results for customer issues
What the job involves
- This isn't a ticket queue management role
- You'll lead a small, high-caliber team of two Technical Support Engineers, own the support tooling and customer experience, drive the product feedback loop, and serve as the connective tissue between engineering customers and Istari's product and engineering teams
- Support at Istari is a quality gate, not a buffer
- Engineering teams receive reproducible, severity-assessed bugs — not noise
- In return, they commit to confirming bug reports within SLA, notifying support of releases and regressions, and joining monthly review sessions
- You'll be expected to hold that standard and build the systems that make it sustainable
- Team operations — Hire, develop, and manage two TSEs. Own triage rotation, specialty coverage, and escalation paths
- Support tooling — Configure and optimize Pylon: case routing, SLA rules, intake workflows, and customer-facing comms
- Metrics & reporting — Track SLAs, bug triage accuracy, CSAT, and recurring issue rate. Report monthly to stakeholders
- Knowledge base — Drive runbook creation and KB expansion. Every issue resolved more than twice should produce a runbook
- Product feedback — Deliver quarterly support digests to the product team covering top issues, documentation gaps, and usability patterns. Participate in initial testing of releases
- Engineering relationships — Maintain the quality gate between customers and engineering: route well-documented, severity-assessed bugs, not raw complaints
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.
Share this job
View 1 more job at Istari