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Cornerstone OnDemand

Senior Product Support Specialist | Hyderabad | EMEA & AMER Shift

Hyderabad, IndiaPosted 5 days ago

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Senior Product Support Specialist ( SaaS )| Hyderabad | APJ & EMEA 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 a Senior Product SupportSpecialist (Level 2), you will serve as a technical expert withinCornerstone's Global Customer Support organization, resolving complex productchallenges and delivering advanced guidance that helps customers maximize thevalue of their Cornerstone solutions.
Working in a collaborative, AI-enabledsupport environment, you will leverage AI-powered tools, deep technicalexpertise, and advanced troubleshooting capabilities to resolve complex issuesinvolving integrations, APIs, data, and product configurations. You will alsoserve as a trusted expert through our Pro Desk offering, providing personalizedguidance that strengthens customer confidence, drives product adoption, andimproves the overall customer experience.
This role offers the opportunity toexpand your technical expertise, mentor fellow support specialists, and play akey role in delivering exceptional customer outcomes.

In This Role You Will...

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.

You've Got What It Takes If You...

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.

About Cornerstone OnDemand

Size: 1,001 - 5,000 employees
Industry: Technology

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