Istari Digital
Technical Support Engineer
About this role
Support technical customers using our SaaS platform by troubleshooting issues, providing guidance, and escalating complex problems to engineering. You'll be the bridge between customers and our product team, ensuring smooth implementations and resolving system challenges.
What you'll do
- Respond to customer support tickets and resolve technical issues via chat, email, and phone
- Troubleshoot SaaS platform problems and walk customers through solutions
- Document issues and solutions to build knowledge base resources
- Escalate unresolved cases to engineering and product teams
- Assist with customer onboarding and implementation questions
- Track and report on support metrics and customer satisfaction
What they're looking for
- Technical troubleshooting and problem-solving
- Customer communication and empathy
- SaaS platform familiarity
- Documentation and knowledge base creation
- Ticket management systems
- Basic networking and system administration concepts
- Attention to detail
- Time management under pressure
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Istari Digital
Istari Digital builds digital platforms that integrate complex engineering workflows for aerospace and defense organizations. The company is hiring Forward Deployed Engineers to be embedded at customer sites, writing production code and architecting system integrations that solve mission-critical technical problems.
View all jobs at Istari DigitalLikely interview questions
- Describe a time you resolved a complex technical issue for a non-technical customer—how did you explain it?
- What experience do you have supporting SaaS or cloud-based products?