Technical Support Engineer

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 worth it.

Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, UVA, and Ohio State 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.

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.

As a Technical Support Engineer, you will:

• 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

You are a great fit for the role if you have the following skills and experiences:

• Customer service experience (5+ years preferred)
• 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
• 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

• Be part of a customer-centric team that is addressing the core issues in higher education via an expandable platform that is overwhelming loved by students and valued by administrators
• Work alongside passionate, brilliant minds from leading companies like Splunk, Epic, Calm, Microsoft, IBM, Careem, Marketo, and Lattice.
• The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth
• Be part of a culture where ownership, new ideas, and creativity is celebrated
• Generous stock options in a Series A stage startup
• Comprehensive health insurance to keep you and your family covered.
• Flexible hybrid work model focused on impact and execution.
• Annual international retreats in some of the most beautiful cities & towns

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.

*

indicates a required field

First Name *

Last Name *

Email *

Phone *

Resume/CV *

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

Enter manually

Accepted file types: pdf, doc, docx, txt, rtf

LinkedIn Profile *

How many years of B2B Support experience do you have? * Select...

How many years of B2C Support experience do you have? * Select...

What ticketing system(s) have you used in your support experience? *

What is the primary type of support you have provided? * Select...

Are you currently located in Karachi? * Select...

Why are you specifically interested in our "Technical Support Engineer" role? Please describe how you know that this role is the best next step in your career *

What interests and excites you about the opportunity to work for Stellic? *

If you are not located in Karachi, where are you currently based? *

What is your earliest and most convenient start date? *