Technical Support Engineer - Remote Eligible

Technical Support Engineer

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.

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

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

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