Product Support Engineer: Owner-Driven Troubleshooter

OpenKrill; United States; Remote; 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

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.