Product Support Engineer

Product Support Engineering is the layer between our partners and our product — where partner trust gets earned in real time, and where every ticket is both an outcome to deliver and a signal worth acting on. The role isn't to move tickets faster; it's to diagnose deeply, kill recurring issues at the source, and make sure the product gets better because of what the queue teaches us. We're looking for a Product Support Engineer who wants to own that bar — and who thinks like an owner, not a ticket-closer.

ABOUT US

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 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.

The company is a fast-growing startup backed by leading social impact investors, partnering with top institutions like Cornell, Columbia, MIT, and Princeton 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 YOU

You've spent a year or two working close to customers and close to the system — in a support engineering, technical support, or solutions role at a SaaS company. You read logs fluently, open devtools before opening a ticket, and push past "I don't know" until you find the cause. When an issue genuinely needs an engineer, you write the kind of escalation they can act on, quickly; when it shouldn't need one twice, you write the doc, build the macro, or script the fix to make sure it doesn't come back. You take ownership of the outcome, not just the activity, and you're ready to do it on a product that genuinely matters to the people using it.

AS OUR PRODUCT SUPPORT ENGINEER, YOU WILL OWN

About half the week is queue work; the other half is the process and tooling work that makes future queues smaller — better KB content, sharper diagnostic tooling, structural fixes that prevent recurrence. Across both, you'll own:

• Queue health, with the bar high. You hold the line on SLA, CSAT, and ticket hygiene across every incoming ticket. Your queue data is always clean enough to inform real product decisions.

• Diagnostic depth across your product areas. You'll own a defined set of product areas end-to-end including reading logs, querying data, reproducing issues, and forming hypotheses that hold up. You resolve the majority of Tier 2 escalations before they reach engineering.

• Engineering handoffs engineers actually trust. The escalations you write resolve in one round-trip — the engineer has enough context to act without back-and-forth.

• Killing recurring issues at the source. When an issue shows up twice, you partner with Product and use the right tools, like knowledge content or AI deflection, to make sure it does not show up a third time.

• The knowledge and tooling layer. You leave KB articles, AI deflection content, support guides, the macro library better than you found it. You also contribute to the diagnostic tools the team builds for the queue.

• Partnership with the AI tier. First-touch deflection runs through AI. You'll work alongside it, refining its content, training it on what humans solve, and lifting deflection in your areas without dropping CSAT.

TO BE SUCCESSFUL, YOU SHOULD HAVE

• At least 1 to 2 years in technical support, customer engineering, or solutions engineering at a B2B SaaS company, ideally somewhere with real complexity (data accuracy, integrations, or environments where being wrong has consequences). That's a floor, not a ceiling: if you're further along in your career and the role still excites you, we want to hear from you.

• A Bachelor's in Computer Science, Software Engineering, or a closely related field — You have a working understanding of how software systems are built and behave, even if you don't write production code in this role.

• Diagnostic comfort across a stack you don't own — logs (Datadog, Sentry, CloudWatch, Posthog or similar), basic SQL or query tooling, browser devtools. You read code well enough to form a hypothesis even if you don't ship it.

• Scripting comfort to automate the repetitive — Python, Bash, or whatever's at hand. You can write a quick script that saves the team hours, pull data the dashboard doesn't expose, or hit an API when no UI covers what you need. The output isn't production code — it's time back for the team.

• A bias toward escalations engineers can act on — clean repros, clear hypotheses, documented attempts. Engineers shouldn't have to ask "what did you try?" — your handoff already answers it.

• AI-fluent, not AI-dependent — you use Claude, ChatGPT, Copilot, or whatever helps you work at a higher level and scale your output. But you can explain every line you ship, and you know when to put the AI down and debug by hand.

• Strong written communication — You write KB articles that actually deflect tickets, draft customer replies that resolve issues, and put together escalations that don't bounce.

• An ownership mindset — you feel the weight of the outcome and act accordingly. When you see the same issue twice, you start asking why it's reaching the queue at all, and you're as comfortable proposing a doc, a macro, or a product change as you are answering a ticket.

WHY YOU’LL LOVE WORKING AT the company

• Shape the future of an impact-driven company transforming higher education.

• Work closely with mission-driven leaders who are ambitious and committed to solving meaningful problems.

• Learn from the best: collaborate with leading voices in higher education and SaaS.

• Competitive USD salary

• Generous stock options in a Series B stage startup

• Culture of excellence and ownership. We move fast, take responsibility, and aim high.

• Flexible, outcome-based environment with trust at the core.

• Comprehensive health insurance. The company covers 100% of premiums for you and your dependents, plus 50% for parents.

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

NOTE: This role requires you to work US hours, so you have to be comfortable shifting your workday to the night.

The company 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.