Senior Product Support Specialist

About Cornerstone

Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept - one customer, one case, one conversation at a time.

At Cornerstone, we're passionate about helping organizations unlock the full potential of their people. Our customers rely on our technology to develop talent, build skills, and drive business success. Delivering exceptional customer experiences is at the heart of everything we do.

Our Global Customer Support team plays a critical role in bringing that commitment to life. We are relentlessly customer-obsessed, focused not only on resolving issues but also on building trust, driving engagement, and ensuring customers realize the full value of their Cornerstone solutions. We believe every customer interaction is an opportunity to make a meaningful difference, strengthen relationships, and help our customers succeed.

We're looking for individuals who share our passion for delivering exceptional service, embrace innovation and AI-powered technology, and take pride in making every customer interaction count.

• Own and resolve complex technical support cases involving integrations, APIs, data issues, and multi-module configurations, ensuring effective resolution and customer satisfaction.
• Deliver expert guidance through Pro Desk, leading scheduled one-on-one customer sessions to troubleshoot challenges, share product expertise, and help customers maximize the value of their solutions.
• Provide advanced real-time support through escalated live chat and phone interactions, resolving critical issues with urgency, professionalism, and a customer-first mindset.
• Leverage AI-powered tools and copilots to accelerate technical research, improve troubleshooting, draft and validate customer responses, and deliver efficient, high-quality support.
• Investigate and reproduce complex product defects, documenting technical findings, logs, reproduction steps, and customer impact to support engineering prioritization and resolution.
• Mentor and support Level 1 specialists by sharing technical knowledge, providing timely escalation assistance, and taking ownership of complex cases when needed.
• Collaborate with Engineering, Product, and internal support teams to resolve recurring technical issues, identify knowledge gaps, and improve support processes and documentation.
• Meet established productivity, customer satisfaction, and Pro Desk session quality expectations while continuously building technical expertise and improving the customer experience.

• Have 3+ years of experience in technical support, SaaS product support, or a similar technical customer-facing role, with demonstrated experience resolving complex technical issues.
• Possess strong troubleshooting skills and hands-on experience working with APIs, integrations, SSO, system logs, data flows, and advanced software configurations.
• Are passionate about delivering exceptional customer experiences and helping customers successfully adopt and maximize the value of technology.
• Have excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and colleagues.
• Are comfortable leveraging AI-powered tools, technical research platforms, and case management systems to improve troubleshooting efficiency and customer outcomes.
• Demonstrate strong collaboration and mentoring skills, with a willingness to share knowledge and help develop less experienced support specialists.
• Remain calm and solution-oriented during complex escalations, with strong attention to detail and the ability to document technical findings and customer interactions thoroughly.
• Are committed to completing required Pod Specialist certification within your first 45 days, maintaining certification with product releases, and continuously expanding your expertise across multiple Cornerstone products.