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Product Support Engineer

StellicRemote, PakistanCustomer Success
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Salary
Not listed
Job type
Full-time
Work mode
Remote
Posted
9 Sept 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Product Support Engineer position at Stellic is a remote role based in Pakistan that requires working US hours. This opportunity suits a professional with a technical background who wants to bridge the gap between partners and the product while solving complex software challenges.

Key Responsibilities

Maintain queue health by upholding strict standards for SLA, CSAT, and ticket hygiene.
Own diagnostic depth across assigned product areas, which includes reviewing logs, querying data, reproducing issues, and resolving most Tier 2 escalations before they reach engineering.
Create clear, reliable engineering handoffs that allow engineers to act without needing back-and-forth communication.
Eliminate recurring problems at the source by collaborating with Product teams and utilizing knowledge content or AI deflection.
Enhance the knowledge and tooling layer by updating knowledge base articles, support guides, macro libraries, and diagnostic tools.
Partner with the AI tier by refining deflection content and training AI systems on human-resolved issues.

Requirements

Possess 1 to 2 years of experience in technical support, customer engineering, or solutions engineering at a B2B SaaS company.
Hold a Bachelor's degree in Computer Science, Software Engineering, or a closely related field.
Demonstrate diagnostic comfort with stack tools such as logs (Datadog, Sentry, CloudWatch, Posthog), basic SQL or query tools, and browser devtools.
Have scripting comfort using Python, Bash, or similar languages to automate tasks or pull data.
Exhibit a strong bias toward actionable escalations with clear hypotheses and repro steps.
Display AI fluency with tools like Claude, ChatGPT, or Copilot while maintaining independent debugging capabilities.
Maintain strong written communication skills for knowledge base articles and customer replies.
Demonstrate an ownership mindset geared toward proactive problem solving.

Skills and Tools

Python
SQL
Browser DevTools
Datadog, Sentry, CloudWatch, Posthog (or similar log tools)
AI tools (Claude, ChatGPT, Copilot)

Salary and Benefits

Competitive USD salary
Generous stock options in a Series B stage startup
Comprehensive health insurance with 100% of premiums covered for the employee and dependents, and 50% for parents
Annual international retreats in scenic global locations
Flexible, outcome-based environment

About the Company

Stellic is a fast-growing startup backed by leading social impact investors, partnering with top institutions such as Cornell, Columbia, MIT, and Princeton to support over 1 million students across 7 countries. The company transforms the student experience by giving learners the tools to plan degree paths, track journeys, and make informed decisions about their education and careers.

How to Apply

Interested candidates should visit the official Stellic careers page to submit an application for this remote position.

Skills and tech stack

PythonSQL

Questions candidates ask

Is this job remote?

Yes, this role is remote in Pakistan, but it requires working US hours by shifting the workday to the night.

What level of experience is required for the Product Support Engineer?

Candidates should have at least 1 to 2 years of experience in technical support, customer engineering, or solutions engineering at a B2B SaaS company.

What educational background is needed?

A Bachelor's degree in Computer Science, Software Engineering, or a closely related field is required.

What technical skills and tools are utilized in this role?

The role involves using Python, SQL, browser devtools, log systems like Datadog, Sentry, CloudWatch, or Posthog, and AI assistants like ChatGPT and Claude.

What benefits are provided by Stellic?

Benefits include a competitive USD salary, stock options in a Series B startup, comprehensive health insurance coverage for family members, and annual international retreats.

Ready to apply?

The application is on the official Stellic careers page.

Apply on company site