Stellic
SaaS
ProductSupportEngineer
Neural analysis suggests this role is
optimal for Entry candidates.
“Product Support Engineer at Stellic. Skills: Diagnostic depth, Engineering handoffs, Recurring issue resolution, Knowledge and tooling. Own queue health. Hold the line on SLA”
What You'll Achieve.
Own that bar; Think like an owner; Make sure the product gets better; Hold the line on SLA; Hold the line on CSAT; Hold the line on ticket hygiene; Ensure queue data is clean; Resolve the majority of Tier 2 escalations; Ensure escalations resolve in one round-trip; Make sure recurring issues do not show up a third time; Leave KB articles better than you found them; Leave AI deflection content better than you found them; Leave support guides better than you found them; Leave the macro library better than you found them; Contribute to diagnostic tools; Lift deflection in your areas without dropping CSAT
Industry & Context.
Diagnose deeply; Kill recurring issues at the source; Form hypotheses; Propose a doc, a macro, or a product change
What They're Looking For.
Must Have
1 to 2 years in technical support, customer engineering, or solutions engineering at a B2B SaaS company, Bachelor's in Computer Science, Software Engineering, or a closely related field, Working understanding of how software systems are built and behave, Diagnostic comfort across a stack you don't own, Logs (Datadog, Sentry, CloudWatch, Posthog or similar), Basic SQL or query tooling, Browser devtools, Read code well enough to form a hypothesis, Scripting comfort to automate the repetitive, Python, Bash, Write a quick script that saves the team hours, Pull data the dashboard doesn't expose, Hit an API when no UI covers what you need, Bias toward escalations engineers can act on, Clean repros, Clear hypotheses, Documented attempts, AI-fluent, Use Claude, ChatGPT, Copilot, or whatever helps you work at a higher level, Explain every line you ship, Know when to put the AI down and debug by hand, Written communication, Write KB articles that actually deflect tickets, Draft customer replies that resolve issues, Put together escalations that don't bounce, Ownership mindset, Feel the weight of the outcome and act accordingly, Ask why it's reaching the queue at all, Propose a doc, a macro, or a product change
Nice to Have
Somewhere with real complexity (data accuracy, integrations, or environments where being wrong has consequences)
What You'll Do.
Hold the line on CSAT
Hold the line on ticket hygiene
Ensure queue data informs product decisions
Own product areas end-to-end
Resolve Tier 2 escalations
Write engineering handoffs
Kill recurring issues at the source
Use knowledge content
Own knowledge and tooling layer
Create AI deflection content
Create support guides
Improve macro library
Contribute to diagnostic tools
Train AI on human solutions
How You'll Work.
Team & Collaboration
Partner with Product; Work alongside AI tier; Collaborate with leading voices in higher education and SaaS
Communication Scope
Written communication
Full Job Description
Product Support Engineering is the layer between our partners and our product — where partner trust gets earned in real time, and where every ticket is both an outcome to deliver and a signal worth acting on. The role isn't to move tickets faster; it's to diagnose deeply, kill recurring issues at the source, and make sure the product gets better because of what the queue teaches us. We're looking for a Product Support Engineer who wants to own that bar — and who thinks like an owner, not a ticket-closer. ABOUT US We’re building a future where every student can move through their education with clarity, confidence, and purpose. Our platform transforms the student experience, giving them then tools they need to make the right decisions about their degree plans, track their journey, and build an education and career path that’s truly their own. Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, UVA, and Ohio State to support over 1 million students across 7 countries. As we scale to serve more universities worldwide, we remain deeply committed to this mission, driven by our values, and committed to building a high-performance team that’s here to make a lasting difference on both students’ lives and higher education. ABOUT YOU You've spent a year or two working close to customers and close to the system — in a support engineering, technical support, or solutions role at a SaaS company. You read logs fluently, open devtools before opening a ticket, and push past "I don't know" until you find the cause. When an issue genuinely needs an engineer, you write the kind of escalation they can act on, quickly; when it shouldn't need one twice, you write the doc, build the macro, or script the fix to make sure it doesn't come back. You take ownership of the outcome, not just the activity, and you're ready to do it on a product that genuinely matters to the people using it. AS OUR PRODUCT SUPPORT EN
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