Product Support Engineer

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• You will take charge of queue health, maintaining high standards for SLA, CSAT, and ticket cleanliness.

• You will be responsible for a specific set of product areas from start to finish, including reviewing logs, querying data, reproducing issues, and formulating hypotheses that stand up to scrutiny.

• The escalations you create will resolve in a single round-trip — the engineer will have sufficient context to take action without any back-and-forth communication.

• You will collaborate with the Product team to ensure that issues do not reoccur.

• Your role will involve enhancing KB articles, AI deflection content, and support documentation.

• You will work alongside AI for initial touchpoint deflection and contribute to enhancing its training.

⛳️ Requirements

• A minimum of 1 to 2 years of experience in technical support, customer engineering, or solutions engineering within a B2B SaaS environment, ideally one with significant complexities (data accuracy, integrations, or scenarios where errors have serious implications).

• A Bachelor's degree in Computer Science, Software Engineering, or a related field.

• Proficiency in diagnostics across a stack you do not own — including logs (Datadog, Sentry, CloudWatch, Posthog, or similar), basic SQL or querying tools, and browser developer tools.

• Comfort with scripting to automate repetitive tasks — using Python, Bash, or any other available tools.

• A focus on creating escalations that engineers can act upon — providing clear reproductions, well-defined hypotheses, and documented attempts.

• AI-savvy but not reliant on it — you utilize tools like Claude, ChatGPT, Copilot, or any other resources that help you enhance your productivity and scale your output.

• Excellent written communication skills.

• A mindset of ownership.

🏝️ Benefits

• Competitive USD salary

• Generous stock options in a Series B stage startup

• Comprehensive health insurance, with Stellic covering 100% of premiums for you and your dependents, plus 50% for parents.

• Commute benefits to ease your daily life.

• Annual international retreats in some of the world’s most stunning cities and towns.