Job Overview
Location
Remote, Pakistan
Job Type
Full-time
Category
Software Engineering
Date Posted
May 22, 2026
Full Job Description
đź“‹ Description
- • Own the product support queue by ensuring high SLA, CSAT, and ticket hygiene standards across all incoming tickets, using clean data to inform product decisions.
- • Diagnose complex technical issues end-to-end across defined product areas by reading logs (Datadog, Sentry, CloudWatch, Posthog), querying data, reproducing bugs, and forming testable hypotheses.
- • Resolve the majority of Tier 2 escalations before they reach engineering teams, reducing dependency on developers and improving response efficiency.
- • Write high-quality escalations that enable engineers to act immediately—clearly documenting repro steps, hypotheses, and prior troubleshooting attempts so no back-and-forth is needed.
- • Eliminate recurring issues at the source by creating or improving knowledge base articles, AI deflection content, macros, or scripts that prevent tickets from reappearing.
- • Build and maintain the knowledge and tooling layer by enhancing KB content, support guides, macro libraries, and diagnostic tools used by the support team.
- • Partner with the AI deflection tier by refining AI-generated responses, training models on human-resolved cases, and increasing deflection rates without compromising customer satisfaction.
- • Automate repetitive tasks using scripting (Python, Bash, or similar) to pull unseen data, hit APIs, or streamline workflows—delivering time savings for the team, not production code.
- • Communicate clearly and effectively in writing: draft customer replies that resolve issues, create KB articles that deflect tickets, and document processes that scale support.
- • Maintain an ownership mindset by treating every ticket as a signal to improve the product, not just an item to close—proposing doc updates, UI changes, or system fixes when patterns emerge.
- • Work half the week on queue resolution and half on proactive system improvements that reduce future ticket volume and increase team efficiency.
- • Collaborate with Product, Engineering, and AI teams to translate customer pain points into actionable product enhancements and technical fixes.
- • Operate in a fast-paced, outcome-driven environment where trust, autonomy, and impact define success—not hours logged or tickets closed.
🎯 Requirements
- • At least 1 to 2 years in technical support, customer engineering, or solutions engineering at a B2B SaaS company, ideally with complexity in data accuracy, integrations, or high-stakes environments.
- • Bachelor's degree in Computer Science, Software Engineering, or a closely related field with a working understanding of software systems.
- • Comfort diagnosing issues across a stack you don’t own, including logs (Datadog, Sentry, CloudWatch, Posthog), basic SQL or query tools, and browser devtools.
- • Proficiency in scripting (Python, Bash, or similar) to automate tasks, extract data, or interact with APIs for team efficiency.
- • Ability to write clear, actionable escalations with documented repro steps, hypotheses, and prior troubleshooting—eliminating the need for engineers to ask follow-ups.
- • Fluency in using AI tools (Claude, ChatGPT, Copilot) to enhance productivity while maintaining full accountability for all output and knowing when to debug manually.
- • Strong written communication skills to produce KB articles, customer replies, and escalation reports that are clear, concise, and effective.
- • Ownership mindset: proactively identify recurring issues and drive solutions through documentation, automation, or product feedback, not just ticket resolution.
🏖️ Benefits
- • Competitive USD salary
- • Generous stock options in a Series B stage startup
- • Comprehensive health insurance: 100% covered for you and your dependents, plus 50% for parents
- • Commute benefits to make daily life easier
- • Annual international retreats in some of the world’s most beautiful cities and towns
- • Flexible, outcome-based environment with trust at the core
Skills & Technologies
See exactly how your profile matches this role — strengths, skill gaps, and what to do about them.
About Stellic, Inc.
Stellic, Inc. provides a higher-education SaaS platform that lets universities design, schedule, and track individualized degree plans in real time. The system connects curriculum data, student records, and institutional policies so advisors and students can map courses to graduation requirements, model alternative paths, and detect scheduling conflicts early. Dashboards give administrators visibility into enrollment demand, bottlenecks, and on-time graduation metrics. Founded at Carnegie Mellon University and headquartered in San Francisco, Stellic serves colleges seeking to improve student success and operational efficiency through centralized, collaborative planning tools.
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