- Salary
- $85k – $120k/yr
- Location
- Anywhere - US
- Workplace
- Remote
- Type
- Full-time
- Department
- Engineering
- Experience
- 5+ years
- Source
- Lever
Description
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.
About the role
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.
