Stellic

Stellic

Product Support Engineer

San Mateo, CA

Sponsorship not specifiedDetected 19 days ago
PythonBashSQLDatadogCustomer SupportLeadershipCommunication

About the role

  • 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.
  • You read logs fluently, open devtools before opening a ticket, and push past "I don't know" until you find the cause.
  • 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.

Responsibilities

  • 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.
  • 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'll own a defined set of product areas end-to-end including reading logs, querying data, reproducing issues, and forming hypotheses that hold up.
  • 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.
  • You also contribute to the diagnostic tools the team builds for the queue.
  • Diagnostic comfort across a stack you don't own - logs (Datadog, Sentry, CloudWatch, Posthog or similar), basic SQL or query tooling, browser devtools.
  • Work alongside an ambitious, mission-driven leadership team building something meaningful.

Requirements

  • 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.

Compensation

  • Own a piece of the journey with competitive salary, meaningful equity and a culture of excellence, speed and ownership.

Benefits

  • Queue health, with the bar high.
  • You leave KB articles, AI deflection content, support guides, the macro library better than you found it.
  • Shape the future of higher education at a company leading the transformation of student success.
  • Own a piece of the journey with competitive salary, meaningful equity and a culture of excellence, speed and ownership.
  • Thrive in a flexible, outcome-driven culture built on trust and autonomy.
  • Exceptional benefits, including health insurance with Stellic covering 99% of your premium and 75% for dependents.
  • 401(k), commuter benefits, and annual international retreats in incredible locations.

Company info

  • 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.
  • 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
  • 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.
  • 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.
  • 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.
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This listing is sourced directly from Stellic's careers page and normalized into a canonical job model.