Product Support Engineer

About the role

Stellic is looking for a Product Support Engineer to act as the bridge between our partners and our platform. You will diagnose complex issues, eliminate recurring problems at their source, and turn support tickets into actionable product improvements.

Key responsibilities

• Manage a high‑quality support queue, maintaining SLA, CSAT and ticket hygiene.
• Perform deep diagnostics: read logs, query data, reproduce issues and form evidence‑based hypotheses.
• Resolve Tier 2 escalations before they reach engineering and provide clear, actionable handoffs.
• Create and improve knowledge‑base content, macros and scripts to reduce future ticket volume.
• Partner with product and engineering teams to address root‑cause problems and prevent recurrence.

Required profile

• 1–2 years of experience in technical support, support engineering or a similar role at a SaaS company.
• Comfortable working directly with customers and with system internals.
• Proactive mindset focused on outcome ownership rather than ticket volume.
• Ability to communicate technical findings clearly to both customers and engineers.

Required skills

• Log analysis and debugging.
• Use of developer tools for issue investigation.
• Data querying and basic scripting for automation.

What we offer

• Opportunity to shape a product used by over 1 million students worldwide.
• Collaborative environment with top universities and impact‑focused investors.
• Growth potential in a fast‑scaling education‑technology startup.