Product Support Engineer

OpenKrill; United States; On-site; USD 80,000 - 110,000; Full time

Job summary

Stellic is seeking a Product Support Engineer to balance queue management with proactive diagnostics. You’ll own end-to-end issue resolution, read logs, and contribute to tooling and documentation that prevent recurring problems.

You’ll collaborate with product and engineering teams to translate customer feedback into actionable improvements, supporting institutions and students across multiple regions. This role emphasizes ownership and impact over ticket routing.

Qualifications

• Experience in a customer-facing support engineering role at a SaaS company.
• Fluent in reading logs, using DevTools, and diagnosing issues.
• Able to write escalation notes, docs, KBs, or scripts to prevent recurrence.
• Own outcomes and drive meaningful product improvements.

Responsibilities

• Manage queue health while meeting SLA and CSAT targets.
• Diagnose issues end-to-end, read logs, reproduce problems, and form testable hypotheses.
• Develop diagnostic tooling and knowledge base content to reduce future tickets.

Skills

Log analysis

Troubleshooting

Customer facing

SaaS knowledge

Scripting basics

Tools

DevTools

SQL

Logging systems

Job 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.

ABOUT US

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.

ABOUT YOU

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; 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.

AS OUR PRODUCT SUPPORT ENGINEER, YOU WILL OWN

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.
• Diagnostic 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