Technical Support Engineer

Join to apply for the Technical Support Engineer role at Stellic

Join to apply for the Technical Support Engineer role at Stellic

The Role

As the Technical Support Engineer, you will be an integral member of our Support organization, responsible for delivering top-notch technical support to our customers. You will handle incoming support tickets, ensure timely and high-quality responses, and collaborate closely with our Engineering team to resolve bugs and address urgent customer escalations. Within your first year, you will develop deep product expertise, becoming a trusted technical advisor that even Product Managers turn to for insight on platform functionality.

The Role

As the Technical Support Engineer, you will be an integral member of our Support organization, responsible for delivering top-notch technical support to our customers. You will handle incoming support tickets, ensure timely and high-quality responses, and collaborate closely with our Engineering team to resolve bugs and address urgent customer escalations. Within your first year, you will develop deep product expertise, becoming a trusted technical advisor that even Product Managers turn to for insight on platform functionality.

What You'll Do

• Serve as a founding member of the Support team, playing a key role in training and mentoring future support staff
• Manage and respond to 200 support tickets monthly while maintaining a +95% CSAT rate
• Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
• Independently diagnose and resolve 70% common issues without escalation
• Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
• Monitor customer support trends and identify areas for improvement
• Work closely with Engineering to effectively escalate and resolve bugs or urgent technical issues
• Foster and maintain a customer-centric culture within the support team and broader organization
  
  

• Customer service experience (5+ years preferred)
• Bachelor's degree
• You are a learner with a desire to ask questions and dig into learning complex technology
• Have a passion for serving students and Higher Education
• Experience with education technology or student information systems or similar SaaS customer support with B2B with a strong set of diagnosing and/or nesting logic
• Experience using support ticketing systems like Intercom, Freshdesk, or Zendesk
• Strong troubleshooting and analytical abilities
• Excellent written and verbal communication
• Ability to manage multiple priorities
• Ability to multi-task and autonomously prioritization
• Strong cross-functional expertise engaging with engineering, customer success, and product management team
  
  

• Shape the future of an impact-driven company at the forefront of higher education transformation
• Work closely with an ambitious, mission driven leadership team
• Own and scale the recruiting engine of a high growth company
• Competitive salary, equity, and a culture of excellence, speed, and ownership.
• Work and learn from some of the most prominent thought leaders in higher education and SaaS
• Generous stock options in a Series A stage startup
• Flexible, outcome-based culture
• Comprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan
• 401K and commuter benefits
• Annual international retreats in some of the most beautiful cities & towns
  
  

• Seniority levelEntry level

• Employment typeFull-time

• Job functionInformation Technology
• IndustriesEducation Administration Programs

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