Advanced Technical Support Engineer - APJ, EMEA & AMER Shift
Advanced Product Support Engineer | Pune| APJ, EMEA & AMER Shift
About Cornerstone
Cornerstone believes human potentialgrows exponentially when AI works in service of people. Global Customer Supportis where that promise is kept - one customer, one case, one conversation at atime.
At Cornerstone, we're passionate abouthelping organizations unlock the full potential of their people. Our customersrely on our technology to develop talent, build skills, and drive businesssuccess. Delivering exceptional customer experiences is at the heart ofeverything we do.
Our Global Customer Support team plays acritical role in bringing that commitment to life. We are relentlesslycustomer-obsessed, focused not only on resolving issues but also on buildingtrust, driving engagement, and ensuring customers realize the full value oftheir Cornerstone solutions. We believe every customer interaction is anopportunity to make a meaningful difference, strengthen relationships, and helpour customers succeed.
We're looking for individuals who shareour passion for delivering exceptional service, embrace innovation andAI-powered technology, and take pride in making every customer interactioncount.
The Role
As an Advanced Product SupportSpecialist (Level 3), you will serve as a technical authority withinCornerstone's Global Customer Support organization, providing deep productexpertise to resolve our most complex technical challenges and improve theoverall effectiveness of our support teams.
Working in a collaborative, AI-enabledsupport environment, you will leverage advanced troubleshootingcapabilities, AI-powered insights, and strong partnerships with Engineering andProduct teams to identify root causes, resolve critical issues, and proactivelyaddress emerging customer challenges. Rather than managing a traditional casequeue, you will focus on the most complex, high-risk, and aging cases whereyour expertise can make the greatest impact.
You will also play a critical role indeveloping technical capabilities across the team, strengthening productknowledge, and ensuring our customers receive exceptional support that buildsconfidence, drives engagement, and maximizes the value of their Cornerstonesolutions.
In This Role You Will...
Serve as the technical authority for your assigned product area, proactively identifying and taking ownership of the most complex, high-risk, and aging support cases to drive timely and effective resolution.
Lead advanced technical investigations, performing in-depth root-cause analysis to identify underlying product defects, configuration challenges, and integration issues.
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Partner closely with Engineering and Product teams to validate defects, ensure accurate reproduction steps, and support prioritization and resolution through established defect management processes, including OneList.
Leverage AI-powered tools, customer sentiment insights, and support analytics to identify recurring issues, improve troubleshooting effectiveness, and proactively address opportunities to enhance the customer experience.
Own technical knowledge development for your product area, identifying knowledge base gaps, contributing to certification content, and leading technical deep-dive sessions to strengthen team capabilities.
Mentor and coach Level 2 support specialists, using case quality insights and Level AI performance data to identify development opportunities and improve technical problem-solving across the team.
Provide technical expertise on critical customer escalations, partnering with escalation management teams, including DEEP, to validate solutions and ensure accurate, effective resolution.
Partner directly with the Pod Director to identify technical risks, improve support processes, and strengthen overall pod performance, including case aging, backlog health, defect quality, and customer satisfaction.
You've Got What It Takes If You...
Have 5+ years of experience in advanced technical support, SaaS product support, or a similar technical role, with deep expertise in complex enterprise software environments.
Possess advanced troubleshooting and root-cause analysis skills, with demonstrated experience resolving complex product, integration, configuration, and data-related challenges.
Are recognized as a trusted technical expert who can confidently diagnose complex issues, validate solutions, and guide others through challenging technical situations.
Have experience collaborating with Engineering and Product teams to investigate defects, document technical findings, and drive effective issue resolution.
Are comfortable leveraging AI-powered tools, support analytics, and customer sentiment data to identify trends, improve technical support quality, and drive operational improvements.
Demonstrate strong mentoring, communication, and knowledge-sharing skills, with the ability to develop technical capabilities across a team and influence others without direct authority.
Are proactive, collaborative, and customer-obsessed, with a strong sense of accountability and a commitment to delivering exceptional customer outcomes.
Are committed to completing required Expert-tier certification within your first 90 days, maintaining deep expertise in your primary product area, and expanding your knowledge across related Cornerstone solutions.
Perks and Benefits
Health and Wellness
- Health Insurance
- Health Reimbursement Account
- Dental Insurance
- Vision Insurance
- Life Insurance
- Short-Term Disability
- Long-Term Disability
- FSA
- HSA
- HSA With Employer Contribution
- Pet Insurance
- Mental Health Benefits
Parental Benefits
- Birth Parent or Maternity Leave
- Non-Birth Parent or Paternity Leave
- Fertility Benefits
- Family Support Resources
- Adoption Leave
Work Flexibility
- Flexible Work Hours
- Remote Work Opportunities
- Hybrid Work Opportunities
Office Life and Perks
- Casual Dress
- Snacks
- Company Outings
- On-Site Cafeteria
- Holiday Events
Vacation and Time Off
- Paid Vacation
- Unlimited Paid Time Off
- Paid Holidays
- Personal/Sick Days
- Leave of Absence
- Summer Fridays
Financial and Retirement
- 401(K) With Company Matching
- Stock Purchase Program
- Performance Bonus
- Relocation Assistance
- Financial Counseling
- Profit Sharing
Professional Development
- Tuition Reimbursement
- Promote From Within
- Work Visa Sponsorship
- Leadership Training Program
- Internship Program
- Shadowing Opportunities
- Access to Online Courses
Diversity and Inclusion
- Employee Resource Groups (ERG)
- Unconscious Bias Training
- Diversity, Equity, and Inclusion Program