Product Support Engineer

Remote, Pakistan. Posted 2 months ago

The role

The Product Support Engineer manages the queue and develops process and tooling to reduce recurring issues. You will diagnose technical problems, handle Tier 2 escalations, and improve knowledge base content and diagnostic tools.

What you will do

Maintain queue health, SLA, CSAT, and ticket hygiene
Own defined product areas including reading logs, querying data, and reproducing issues
Resolve the majority of Tier 2 escalations
Write engineering escalations that resolve in one round-trip
Partner with Product to kill recurring issues using knowledge content or AI deflection
Improve KB articles, AI deflection content, support guides, and the macro library
Contribute to diagnostic tools built for the queue
Refine AI deflection content and training

Required qualifications

At least 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
Diagnostic comfort with logs (Datadog, Sentry, CloudWatch, Posthog or similar), basic SQL or query tooling, and browser devtools
Scripting comfort with Python, Bash, or similar
Ability to provide clean repros, clear hypotheses, and documented attempts for escalations
AI-fluent using tools like Claude, ChatGPT, or Copilot
Strong written communication

Nice to have

Experience in a B2B SaaS company with real complexity (data accuracy, integrations, or environments where being wrong has consequences)

Benefits

Competitive USD salary
Generous stock options in a Series B stage startup
Flexible, outcome-based environment
Comprehensive health insurance covering 100% of premiums for you and dependents, plus 50% for parents
Annual international retreats

Before you apply

This role requires you to work US hours, so you have to be comfortable shifting your workday to the night

About the company

Stellic is a fast-growing startup backed by leading social impact investors. The platform transforms the student experience by providing tools to manage degree plans and career paths.