Stellic is hiring a Technical Support Analyst to be a founding member of our Support organization. You will deliver top-notch technical support to our customers, handle incoming tickets, and collaborate closely with our Engineering team to resolve bugs and address escalations.
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 500+ support tickets monthly while maintaining a 90%+ individual CSAT rating.
- Provide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of tickets.
- Independently resolve 70% of 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 and urgent technical issues.
- Foster and maintain a customer-centric culture within the support team and broader organization.
What We're Looking For
- Bachelor's degree.
- Strong troubleshooting and analytical abilities.
- Excellent written and verbal communication.
- Ability to manage multiple priorities.
- Ability to multi-task and autonomously prioritize.
- Strong cross-functional expertise engaging with engineering, customer success, and product management teams.
- Comfortable with travel (domestic and international).
Nice to Have
- Customer service experience (2+ years preferred).
- Experience with education technology, student information systems, or similar SaaS customer support with B2B and B2C.
- Experience using support ticketing systems.
Team & Environment
You will be the founding member of the Support organization, setting the foundation for the team's culture and processes.
Benefits & Compensation
- Base salary: $60,000 - $74,000 + equity.
- 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.
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.
