Technical Support Analyst

Summary

Join Stellic's growing team as the Technical Support Analyst, playing a key role in providing top-notch technical support to customers. Manage and respond to numerous support tickets, ensuring timely and high-quality responses. Collaborate with the Engineering team to resolve bugs and address urgent customer escalations. Develop deep product expertise and become a trusted technical advisor. Within the first year, train and mentor future support staff. This role offers the opportunity to join a promising organization, work with thought leaders, and contribute to a customer-centric culture. The position includes a competitive salary, equity, and comprehensive benefits.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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
• Flexible, outcome-based culture