{"id":1551628,"url":"https://alion.io/job/stellic-product-support-engineer","title":"Product Support Engineer","company":{"id":1909226,"name":"Stellic","domain":"stellic.com","url":"https://alion.io/company/stellic","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":70,"open_postings":12,"ghost_share":0.5,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-06T05:45:30Z"}},"role":"Support","role_family":"Support","seniority":"junior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":{"label":"US time zones","utc_offset_min":-8,"utc_offset_max":-5},"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["PK"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":14000,"max_usd":39000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":635},"experience_years_min":1,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Amazon CloudWatch","optional":false},{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Datadog","optional":false},{"name":"Python","optional":false},{"name":"SLI/SLO/SLA","optional":false},{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-09-09T19:07:01Z","employer_posted_date":"2026-09-09","last_verified_at":"2026-10-06T20:12:41Z","board_verified":true,"closed_at":null,"days_open":27,"trust":{"level":"ok","repost_count":0,"flags":["company_stale"],"days_open":26},"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.\nABOUT US\nWe’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.\nStellic 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.\nABOUT YOU\nYou'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.\nAS OUR PRODUCT SUPPORT ENGINEER, YOU WILL OWN\nAbout 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:\nQueue 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.\n\nDiagnostic 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.\n\nEngineering handoffs engineers actually trust. The escalations you write resolve in one round-trip - the engineer has enough context to act without back-and-forth.\n\nKilling 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.\n\nThe 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.\n\nPartnership 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.\n\nTO BE SUCCESSFUL, YOU SHOULD HAVE\nAt 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.\n\nA 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.\n\nDiagnostic 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.\n\nScripting 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.\n\nA 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.\n\nAI-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.\n\nStrong written communication - You write KB articles that actually deflect tickets, draft customer replies that resolve issues, and put together escalations that don't bounce.\n\nAn 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.\n\nWHY YOU’LL LOVE WORKING AT STELLIC\nShape the future of an impact-driven company transforming higher education.\n\nWork closely with mission-driven leaders who are ambitious and committed to solving meaningful problems.\n\nLearn from the best: collaborate with leading voices in higher education and SaaS.\n\nCompetitive USD salary\n\nGenerous stock options in a Series B stage startup\n\nCulture of excellence and ownership. We move fast, take responsibility, and aim high.\n\nFlexible, outcome-based environment with trust at the core.\n\nComprehensive health insurance. Stellic covers 100% of premiums for you and your dependents, plus 50% for parents.\n\nAnnual international retreats in some of the world’s most beautiful cities and towns.\n\nNOTE: This role requires you to work US hours, so you have to be comfortable shifting your workday to the night.\nStellic is an Equal Opportunity Employer\nOur 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.","description_format":"text","description_chars":6691,"description_truncated":false,"requirements":{"experience_years_min":1,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Health insurance","Stock options"],"hiring_locations":[{"name":"Pakistan","iso":"PK","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Education","Higher Education"],"lifecycle":[{"event":"open","at":"2026-10-01T00:25:14Z"}],"visa":[],"liveness":{"score":40,"band":"fade","label":"Fading","p_open":1,"p_active":0.528,"p_room":0.75,"age_days":26,"expected_fill_days":30,"reasons":["conf:1","stale_co","velocity","win:late","comp:junior"],"computed_at":"2026-10-06T05:45:30Z"},"pay":null,"html_url":"https://alion.io/job/stellic-product-support-engineer","json_url":"https://alion.io/job/stellic-product-support-engineer.json","meta":{"generated_at":"2026-10-06T22:29:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":2940,"day_limit":5000,"remaining_today":2060,"minute_limit":60,"resets_at":"2026-10-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1909226},"rest":"https://alion.io/mcp/rest/get_company?id=1909226"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fstellic-product-support-engineer"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fstellic-product-support-engineer"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fstellic-product-support-engineer"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/stellic-product-support-engineer\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fstellic-product-support-engineer"}]}