Product Support Engineer

🕒 June 29

🇵🇰 Pakistan – Remote

⏰ Full Time

🟢 Junior

📞 Support Engineer

👻 Ghost score 74%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Stellic

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2017

📚 Education

☁️ SaaS

💰 $11M Series A - Stellic on 2022-03

Education • SaaS

Stellic is a cloud-based degree management platform that helps colleges and universities track degree progress, plan student course pathways, and support advising and administrative workflows. It combines degree audits, planning tools, transfer articulation, transcript OCR, advising notes, alerts, and reporting to reduce administrative burden and improve student outcomes. Stellic is used by registrars, advisors, CIOs, and institutional leaders across a range of higher education institutions to make course selection, transfer credit, and graduation planning more transparent and efficient.

📋 Description

• Own queue health, including SLA, CSAT, ticket hygiene, and accurate queue data • Diagnose issues across defined product areas by reading logs, querying data, reproducing issues, and forming hypotheses • Resolve the majority of Tier 2 escalations before they reach engineering • Write engineering handoffs with sufficient context for one-round-trip resolution • Identify and eliminate recurring issues at their source • Partner with Product on knowledge content, AI deflection, macros, scripts, and product changes • Improve knowledge-base articles, AI deflection content, support guides, and the macro library • Contribute to diagnostic tools for the support queue • Work alongside the AI support tier by refining content, training it on human resolutions, and improving deflection without reducing CSAT • Support Stellic’s platform, which helps students manage degree plans, track educational journeys, and build education and career paths

🎯 Requirements

• 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 experience with logs such as Datadog, Sentry, CloudWatch, and PostHog or similar • Basic SQL or query tooling • Browser developer tools • Ability to read code well enough to form a hypothesis • Scripting proficiency with Python, Bash, or similar tools • Ability to write clean reproductions, clear hypotheses, and document attempted solutions • Familiarity with Claude, ChatGPT, Copilot, or similar AI tools • Strong written communication • Ability to work US hours, shifting workday to the night • Must be currently based in Pakistan and able to work the required 7pm–4am / 5pm–2am PKT shift window

🏖️ Benefits

• Competitive USD salary • Generous stock options in a Series B stage startup • 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 • Culture of excellence and ownership • Opportunity to shape the future of an impact-driven company transforming higher education • Collaboration with mission-driven leaders and leading voices in higher education and SaaS