Technical Support Analyst

About StellicWe’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 RoleAs the Technical Support Analyst, you will be a founding 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 DoServe as a founding member of the Support team, playing a key role in training and mentoring future support staffManage and respond to 500+ support tickets monthly while maintaining a 90%+ individual CSAT ratingProvide high-quality technical support with initial response times under 12 hours and resolution within 3 business days for 90% of ticketsIndependently resolve 70% common issues without escalationPartner with Technical Writers to maintain a comprehensive knowledge base for faster issue resolutionMonitor customer support trends and identify areas for improvementWork closely with Engineering to effectively escalate and resolve bugs and urgent technical issuesFoster and maintain a customer-centric culture within the support team and broader organizationWho You AreCustomer service experience (2+ years preferred)Bachelor's degreeExperience with education technology or student information systems or similar SaaS customer support with B2B and B2CExperience using support ticketing systemsStrong troubleshooting and analytical abilitiesExcellent written and verbal communicationAbility to manage multiple prioritiesAbility to multi-task and autonomously prioritizationStrong cross-functional expertise engaging with engineering, customer success, and product management teamWhy Join Stellic?Shape the future of an impact-driven company at the forefront of higher education transformationWork closely with an ambitious, mission driven leadership teamOwn and scale the recruiting engine of a high growth companyCompetitive 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 SaaSGenerous stock options in a Series A stage startupFlexible, outcome-based cultureComprehensive health insurance, with Stellic covering 99% of your premium and 75% for dependents on our base plan401K and commuter benefitsAnnual international retreats in some of the most beautiful cities & townsCompensation$60,000 - $74,000 base salary, plus equityStellic is an Equal Opportunity EmployerOur 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.