---
title: 'Product Support Engineer at Stellic'
canonical: 'https://feeny.ai/job/product-support-engineer-stellic-pakistan-d9mwpbdb3q6t'
type: 'job'
last_seen: '2026-10-23'
---

# Product Support Engineer at Stellic

- **Company:** Stellic
- **Location:** Pakistan
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-09
- **Last confirmed live:** 2026-10-23
- **Apply:** https://jobs.ashbyhq.com/stellic/61b5174e-3570-47a3-83c4-71cd1f70842d/application

**Skills:** Datadog, Sentry, CloudWatch, Posthog, SQL, Browser DevTools, Python, Bash, APIs, Claude, ChatGPT, Copilot

> The Product Support Engineer acts as the bridge between partners and the product, diagnosing issues, resolving Tier 2 escalations, and improving diagnostic tooling. This role focuses on queue health, reducing recurring issues, and enhancing knowledge base content to support the product team.

## 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, 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.

## 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 ENGINEER, YOU WILL OWN About half the week is queue work; 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. Across both, you'll own:

- Queue health, with the bar high. 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.
- Diagnostic depth across your product areas. 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. You resolve the majority of Tier 2 escalations before they reach engineering.
- Engineering handoffs engineers actually trust. The escalations you write resolve in one round-trip — the engineer has enough context to act without back-and-forth.
- Killing recurring issues at the source. 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.
- The knowledge and tooling layer. You leave KB articles, AI deflection content, support guides, the macro library better than you found it. You also contribute to the diagnostic tools the team builds for the queue.
- 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.

## TO BE SUCCESSFUL, YOU SHOULD HAVE

- 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. The output isn't production code — it's time back for the team.
- A bias toward escalations engineers can act on — clean repros, clear hypotheses, documented attempts. Engineers shouldn't have to ask "what did you try?" — your handoff already answers it.
- AI-fluent, not AI-dependent — you use 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.
- An ownership mindset — you feel the weight of the outcome and act accordingly. When you see the same issue twice, you start asking why it's reaching the queue at all, and you're as comfortable proposing a doc, a macro, or a product change as you are answering a ticket.

## WHY YOU’LL LOVE WORKING AT STELLIC

- Shape the future of an impact-driven company transforming higher education.
- Work closely with mission-driven leaders who are ambitious and committed to solving meaningful problems.
- Learn from the best: collaborate with leading voices in higher education and SaaS.
- Competitive USD salary
- Generous stock options in a Series B stage startup
- Culture of excellence and ownership. We move fast, take responsibility, and aim high.
- Flexible, outcome-based environment with trust at the core.
- Comprehensive health insurance. Stellic covers 100% of premiums for you and your dependents, plus 50% for parents.
- Annual international retreats in some of the world’s most beautiful cities and towns.

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

Stellic is an Equal Opportunity Employer 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.

## About Stellic

## Company Overview
- **One-liner**: Stellic provides a degree management and student success platform that helps higher education institutions guide students from enrollment to graduation.
- **Entity Type**: Private (Seed Stage, $13M total funding raised)
- **Headquarters**: San Mateo, California, USA
- **Founded**: 2017
- **Founders**: Not publicly named, but founded by former college students who partnered with advisor Mark Stehlik (after whom the platform is named)

## Core Business
- **Primary industry**: Education Technology (EdTech) / Higher Education SaaS
- **Target customers**: Higher education institutions (universities, colleges) — B2B, selling to administrators and advisors
- **Mission or purpose**: "Make the most out of every student’s education" and "Set students’ lives on a trajectory they’ll be proud of"

## Products & Services
- **Degree Audit**: Gives students a complete understanding of where they stand on the path to graduation.
- **Planner**: Lets students choose, chart, and change the courses they plan to take within a single workspace.
- **Progress Tracking**: Visualizes each student's past, present, and future academic journey.
- **Transfer Rules Management**: Create and maintain transfer rules so students can move forward without retracing steps.
- **Transcript OCR**: Automates transcript processing to eliminate manual data entry.
- **Pathways**: Shows incoming students what degree paths best match their goals and existing credits; also shows how education could unfold across different programs or timelines.
- **Reporting and Alerts**: Gives advisors the ability to act early when students seem at risk of falling behind.
- **Appointments**: Makes scheduling sessions with students more efficient for advisors.
- **Notes**: Central hub for logging insights about each student, keeping the support network informed.

## Market Standing
- **Valuation/Market Cap**: Not disclosed
- **Key Metric**: $13M total funding raised (from impact-first investors) [stellic.com](https://www.stellic.com/careers)
- **Notable Investors/Partners**: Raised from "impact-first investors" (specific names not publicly listed)
- **Growth Signals**:
  - Over 1 million students supported as of the latest data [stellic.com](https://www.stellic.com/)
  - Used by over 90 higher education institutions worldwide [builtin.com](https://builtin.com/company/stellic)
  - 2x year-over-year growth [stellic.com](https://www.stellic.com/careers)
  - 111+ countries represented among users [stellic.com](https://www.stellic.com/about)
  - 92 total employees [builtin.com](https://builtin.com/company/stellic)

## Competitive Advantages
- **Founder-market fit**: Built by former college students who experienced the problem firsthand, partnered with an advisor who understood institutional needs.
- **Platform named after advisor Mark Stehlik** — the product was co-created with someone who deeply understood both student and administrative pain points.
- **Accessibility certified** and protects student privacy (FERPA compliance implied) [stellic.com](https://www.stellic.com/)
- **Integrated platform** that serves students, advisors, and administrators in one system — reducing reliance on "patchwork of disconnected tools" [stellic.com](https://www.stellic.com/about)
- **Strong mission-driven brand**: "Innovation for students, by (former) students" [stellic.com](https://www.stellic.com/careers)

## Strategic Focus
- **Expanding institutional reach**: Growing from 90+ institutions toward broader adoption across higher education.
- **Deepening the platform**: Continuing to build out tools for degree planning, transfer management, and student success analytics.
- **International growth**: Serving users from 111+ countries indicates global ambition.
- **Data-driven insights**: Emphasis on "Reporting and Alerts" and "Insights" suggests analytics and predictive capabilities are a priority.

## Why Work Here
- **Culture**: Described as mission-driven with values including "You are a true student" (curiosity/learning), "You own the mission" (outcome-focused), "You drive for 10x" (ambition), and "You lead with heart" (empathy) [stellic.com](https://www.stellic.com/careers)
- **Work environment**: Hybrid — San Mateo office encourages in-office Tuesdays and Thursdays; Karachi office encourages Mondays and Thursdays. Flexible policy overall [builtin.com](https://builtin.com/company/stellic)
- **Perks**:
  - 99% covered health, dental, and vision insurance [stellic.com](https://www.stellic.com/careers)
  - 401(k) and IRA plans [stellic.com](https://www.stellic.com/careers)
  - Market-aligned compensation with equity [stellic.com](https://www.stellic.com/careers)
  - Parental leave for all parents [stellic.com](https://www.stellic.com/careers)
  - Flexible PTO [stellic.com](https://www.stellic.com/careers)
  - Pre-tax commuter benefits [stellic.com](https://www.stellic.com/careers)
  - International team retreat each year [stellic.com](https://www.stellic.com/careers)
- **Team**: 92 total employees, 36 in Product + Tech [builtin.com](https://builtin.com/company/stellic)
- **Engineering culture**: Tech stack includes modern tools; roles like Lead Data Infrastructure Engineer, Senior Software Engineer, Tech Lead positions indicate strong engineering focus [builtin.com](https://builtin.com/company/stellic)

## Sources
1. [stellic.com](https://www.stellic.com/)
2. [stellic.com/careers](https://www.stellic.com/careers)
3. [stellic.com/about](https://www.stellic.com/about)
4. [builtin.com](https://builtin.com/company/stellic)
5. [linkedin.com](https://www.linkedin.com/company/stellic)

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