Technical Support Engineer
Stellic
Location
Karachi, PK - Hybrid
Employment Type
Full time
Location Type
Hybrid
Department
Customer Success
About Stellic
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, UVA, and Ohio State 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.
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
5+ years of customer support experience, with a track record of being reliable, thoughtful, and easy to collaborate with.
You have a Bachelor’s degree, or higher.
Naturally inquisitive, with a skill of asking the right questions and digging into how things work.
Motivated by improving the student experience and passionate about supporting teams in Higher Ed.
Hands-on experience with edtech, student information systems, or similar SaaS platforms; especially in roles that required diagnosing complex issues and navigating nested logic.
Comfortable using tools like Intercom, Zendesk, or Freshdesk to manage user conversations and stay organized.
Strong communicator, both in writing and in real-time, with a calm approach to frustrated users.
Confident juggling priorities without losing focus.
Comfortable working independently while knowing when to pull others in.
Cross-functional collaborator who’s worked closely with engineering, product, and success teams to get things done.
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
Stellic is an Equal Opportunity Employer
Our company values diversity and believes diverse teams make innovation possible. We encourage all qualified applicants from any race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, protected veteran status, or other characteristics to apply.