Product Support Engineering

Product Support Engineering

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. We're looking for a Product Support Engineer who wants to own that bar — and who thinks like an owner, not a ticket-closer.

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 the 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, MIT, and Princeton 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.

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. As Our Product Support Engineer, You Will Own

the other half is the process and tooling work that makes future queues smaller — better KB content, sharper diagnostic tooling, structural fixes that prevent recurrence. You hold the line on SLA, CSAT, and ticket hygiene across every incoming ticket. Your queue data is always clean enough to inform real product decisions.

You'll own a defined set of product areas end-to-end including reading logs, querying data, reproducing issues, and forming hypotheses that hold up. When an issue shows up twice, you partner with Product and use the right tools, like knowledge content or AI deflection, to make sure it does not show up a third time.

You leave KB articles, AI deflection content, support guides, the macro library better than you found it. Partnership with the AI tier. First-touch deflection runs through AI. You'll work alongside it, refining its content, training it on what humans solve, and lifting deflection in your areas without dropping CSAT.

At least 1 to 2 years in technical support, customer engineering, or solutions engineering at a B2B SaaS company, ideally somewhere with real complexity (data accuracy, integrations, or environments where being wrong has consequences). That's a floor, not a ceiling: if you're further along in your career and the role still excites you, we want to hear from you.

A Bachelor's in Computer Science, Software Engineering, or a closely related field — You have a working understanding of how software systems are built and behave, even if you don't write production code in this role.

Diagnostic comfort across a stack you don't own — logs (Datadog, Sentry, CloudWatch, Posthog or similar), basic SQL or query tooling, browser devtools. You read code well enough to form a hypothesis even if you don't ship it.

Scripting comfort to automate the repetitive — Python, Bash, or whatever's at hand. You can write a quick script that saves the team hours, pull data the dashboard doesn't expose, or hit an API when no UI covers what you need. A bias toward escalations engineers can act on — clean repros, clear hypotheses, documented attempts. AI-fluent, not AI-dependent — you use tools like Claude, ChatGPT, Copilot, or whatever helps you work at a higher level and scale your output. But you can explain every line you ship, and you know when to put the AI down and debug by hand.

Strong written communication — You write KB articles that actually deflect tickets, draft customer replies that resolve issues, and put together escalations that don't bounce.

Shape the future of higher education at a company leading the transformation of student success.

• Work alongside an ambitious, mission-driven leadership team building something meaningful.
• Own a piece of the journey with competitive salary, meaningful equity and a culture of excellence, speed and ownership.
• Thrive in a flexible, outcome-driven culture built on trust and autonomy.
• Exceptional benefits, including health insurance with Stellic covering 99% of your premium and 75% for dependents.
• 401(k), commuter benefits, and annual international retreats in incredible locations.

Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.