Product Support Engineer
Stellic · Remote · Remote, Pakistan ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Fully remote
- US hours required
- SaaS support role
- Python + SQL
- Series B startup
As a Product Support Engineer at Stellic, you will manage Tier 2 escalations and focus on eliminating recurring issues at their source. You will spend half your time on queue health and the other half improving diagnostic tools, knowledge base content, and AI deflection strategies to enhance the student experience.
What you'll do
- Maintain high standards for SLA, CSAT, and ticket hygiene across the support queue
- Diagnose complex issues by reading logs, querying data, and reproducing errors
- Resolve most Tier 2 escalations before they reach the engineering team
- Create detailed escalation reports that allow engineers to act without back-and-forth
- Prevent issue recurrence by updating knowledge bases, macros, or suggesting product fixes
- Refine AI deflection content and train models to improve first-touch resolution rates
- Contribute to the development of internal diagnostic tools for the support team
What you'll need
- 1-2 years of experience in technical support or solutions engineering at a B2B SaaS company
- Bachelor's degree in Computer Science, Software Engineering, or a related field
- Proficiency with log analysis tools like Datadog, Sentry, or CloudWatch
- Ability to write basic SQL queries and use browser developer tools for debugging
- Scripting skills in Python or Bash to automate repetitive tasks and pull data
- Strong written communication skills for creating clear KB articles and customer replies
- Comfort using AI tools like Copilot or ChatGPT while maintaining manual debugging skills
- Willingness to work night shifts to align with US business hours
Stack
- Datadog
- Sentry
- CloudWatch
- Posthog
- SQL
- Python
- Bash
- Claude
- ChatGPT
- Copilot
How you'll work
- Fully remote position
- Must work US hours, requiring night shift availability
- Flexible, outcome-based work environment
What you get
- Competitive USD salary
- Generous stock options in a Series B startup
- 100% health insurance premium coverage for employee and dependents
- 50% health insurance premium coverage for parents
- Annual international company retreats