Product Support Engineer
New
S
StellicHigher Education SaaS
Remote, Pakistan, US hoursFull-TimeMiddle
SalaryCompetitive USD salary, Generous stock options in a Series B stage startup
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Job Details
- Experience
- 1 to 2 years
- Required Skills
- PythonSQLBashRESTful APIsDocumentationSaaSTroubleshootingTechnical support
Requirements
- 1 to 2 years of experience in technical support, customer engineering, or solutions engineering at a B2B SaaS company.
- Bachelor's degree in Computer Science, Software Engineering, or a closely related field.
- Proficiency in reading logs (e.g., Datadog, Sentry, CloudWatch, Posthog).
- Experience with SQL or similar query tooling.
- Comfort using browser devtools for troubleshooting.
- Scripting ability to automate tasks using Python, Bash, or similar.
- Ability to interact with APIs where no UI exists.
- Strong written communication skills for documentation and escalations.
- Demonstrated ability to use AI tools like Claude, ChatGPT, or Copilot to scale output.
- Ownership mindset with experience proposing and implementing solutions beyond ticket closure.
Responsibilities
- Maintain high standards for SLA, CSAT, and ticket hygiene to ensure data informs product decisions.
- Perform end-to-end diagnostics on defined product areas including log analysis and data querying.
- Resolve the majority of Tier 2 escalations independently to reduce engineering load.
- Draft clear, concise technical escalations that allow engineers to act without follow-up.
- Identify and eliminate recurring issues through documentation, AI deflection content, or structural fixes.
- Maintain and improve the knowledge base, support guides, and internal diagnostic tools.
- Collaborate with AI systems to refine content and train deflection models.
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