Technical Support Engineer

Stellic


Date: 1 day ago
City: Karachi
Contract type: Full time
The Role

As the Technical Support Engineer, you will be an integral member of our Support organization, responsible for delivering top-notch technical support to our customers. You will handle incoming support tickets, ensure timely and high-quality responses, and collaborate closely with our Engineering team to resolve bugs and address urgent customer escalations. Within your first year, you will develop deep product expertise, becoming a trusted technical advisor that even Product Managers turn to for insight on platform functionality.

What You'll Do

  • Serve as a founding member of the Support team, playing a key role in training and mentoring future support staff
  • Manage and respond to 200 support tickets monthly while maintaining a +95% CSAT rate
  • Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets
  • Independently diagnose and resolve 70% common issues without escalation
  • Partner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolution
  • Monitor customer support trends and identify areas for improvement
  • Work closely with Engineering to effectively escalate and resolve bugs or urgent technical issues
  • Foster and maintain a customer-centric culture within the support team and broader organization

Who You Are

  • Customer service experience (5+ years preferred)
  • Bachelor's degree
  • You are a learner with a desire to ask questions and dig into learning complex technology
  • Have a passion for serving students and Higher Education
  • Experience with education technology or student information systems or similar SaaS customer support with B2B with a strong set of diagnosing and/or nesting logic
  • Experience using support ticketing systems like Intercom, Freshdesk, or Zendesk
  • Strong troubleshooting and analytical abilities
  • Excellent written and verbal communication
  • Ability to manage multiple priorities
  • Ability to multi-task and autonomously prioritization
  • Strong cross-functional expertise engaging with engineering, customer success, and product management team

Why Join Stellic?

  • Shape the future of an impact-driven company at the forefront of higher education transformation
  • Work closely with an ambitious, mission driven leadership team
  • Own and scale the recruiting engine of a high growth company
  • Competitive salary, equity, and a culture of excellence, speed, and ownership.
  • Work and learn from some of the most prominent thought leaders in higher education and SaaS
  • Generous stock options in a Series A stage startup
  • Flexible, outcome-based culture
  • Comprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan
  • 401K and commuter benefits
  • Annual international retreats in some of the most beautiful cities & towns

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