Senior Advanced Technical Support Specialist

Job Description:

The Senior Advanced Technical Support Specialist delivers world-class, elite-level support experiences to our largest enterprise customers. In addition to resolving the most critical and complex issues with Cornerstone products, this senior role is entrusted with proactively providing high-touch engagement, anticipating customer needs, and ensuring these strategic clients achieve maximum value. The Senior Specialist demonstrates exceptional trustworthiness, collaboration, accountability, respect, and innovation, and mentors others across the Global Technical Support team.

In this role you will...

• Provide proactive, high-touch technical support to larger enterprise customers, including regular scheduled check-ins, rapid priority responses, and personalized engagement.
• Manage and resolve complex and critical technical issues, identifying and mitigating underlying causes to prevent future incidents.
• Act as a dedicated point of contact for elite customers, developing deep knowledge of their environments, priorities, and use cases, and tailoring support accordingly.
• Lead and participate in quarterly business reviews (QBRs), collaborating on customer success initiatives, KPI tracking, and service optimization strategies.
• Research and replicate advanced configuration, compatibility, or product defect issues, documenting findings and driving resolution with limited oversight.
• Facilitate real-time customer communications through calls, meetings, chat, and collaboration tools, ensuring stakeholder clarity-including C-level executives and engineering leaders.
• Mentor, advise, and train other technical support team members, promoting knowledge dissemination and best practices.
• Maintain an advanced understanding and serve as Subject Matter Expert for the Cornerstone product portfolio.
• Author and maintain knowledge base articles; lead and support knowledge sharing initiatives.
• Champion customer feedback, ensuring continuous improvement and implementation of relevant suggestions.
• Communicate technical incidents in clear business terms, facilitating understanding and alignment across customer and internal teams.
• Track and report on key performance indicators, including response times, resolution rates, customer satisfaction, and NPS for assigned enterprise accounts.

• Bachelor's degree in computer science, information systems, or related field, or equivalent experience.
• At least 7 years' experience in a technical customer support role, with a minimum of 2 years supporting enterprise SaaS solutions, including LMS, HRIS, or LXP products.
• Proven experience delivering high-touch, proactive support to large enterprise customers in a senior or lead capacity.
• Expert written and verbal communication skills, with the ability to engage confidently with all levels of the organization.
• Experience overseeing major enterprise incidents and providing escalation management in partnership with product, engineering, and account teams.
• Exceptional organizational and multitasking skills; able to lead multiple engagements simultaneously for strategic accounts.
• Customer-focused mindset with initiative and ownership, demonstrated ability to handle stressful situations calmly and professionally.
• Skilled at facilitating large remote group conversations and translating technical topics for non-technical stakeholders.
• Protected-B Security clearance preferred but not required.