Job description
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 the 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 worth it.
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.
About the Role
As the Technical Support Analyst, you will be the second 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.
As Technical Support Analyst, you will:
- Serve as the second 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% 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
You are a great fit for the role if you have the following skills and experiences:
- Customer service experience (2+ years preferred)
- Bachelor’s degree
- Experience with education technology or student information systems or similar SaaS customer support with B2B and B2C
- Experience using support ticketing systems
- 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
- Be part of a customer-centric team that is addressing the core issues in higher education via an expandable platform that is overwhelming loved by students and valued by administrators
- The opportunity to join at the ground level of a promising and developing organization, and build/lead a team critically responsible for its growth
- Work and learn from some of the most prominent thought leaders in higher education and SaaS
- Be part of a culture where ownership, new ideas, and creativity is celebrated
- Generous stock options in a Series A stage startup
- Flexible, outcome-based culture
- Medical, dental, vision, and life insurance
- 401K and commuter benefits
- Annual international retreats in some of the most beautiful cities & towns
Salary: $60,000 - $74,000 base salary, plus equity
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.
