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Stellic is a fast-growing edtech startup transforming the student experience at top universities like Cornell, Columbia, MIT, and Princeton, serving over 1 million students across 7 countries. We're seeking a Product Support Engineer who bridges our partners and product—earning trust through deep diagnosis, eliminating recurring issues at their source, and ensuring the product improves based on support signals.
You'll split your time between queue work and process/tooling improvements. On the queue side, you'll own SLA and CSAT metrics, maintain ticket hygiene, and resolve the majority of Tier 2 escalations before they reach engineering. You'll develop diagnostic depth across defined product areas—reading logs, querying data, reproducing issues, and forming testable hypotheses. Your escalations will be clean, well-contextualized handoffs that engineers can act on in one round-trip without back-and-forth.
On the process side, you'll kill recurring issues by partnering with Product to deploy knowledge content, AI deflection, or structural fixes. You'll continuously improve the KB, diagnostic tooling, macro library, and support guides. You'll also work alongside our AI tier, refining deflection content and training it on what humans solve to lift first-touch resolution without dropping CSAT.
You bring 1–2 years in technical support, customer engineering, or solutions engineering at a B2B SaaS company with real complexity (data accuracy, integrations, high-stakes environments). You hold a Bachelor's in Computer Science or related field and are comfortable reading logs (Datadog, Sentry, CloudWatch, Posthog), basic SQL, and browser devtools. You can script quick automations in Python or Bash to save the team time and pull data dashboards don't expose. You write clear, actionable escalations and strong KB articles. You're AI-fluent—using Claude, ChatGPT, or Copilot to work at a higher level—but you can explain every line and know when to debug by hand. Above all, you own outcomes, not just activity, and you feel the weight of getting it right for students and institutions.
