About the role
Senior Product Support Specialist ( SaaS )| Hyderabad | APJ & EMEA Shift
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.
The Role
As a Senior Product Support
Specialist (Level 2), you will serve as a technical expert within
Cornerstone's Global Customer Support organization, resolving complex product
challenges and delivering advanced guidance that helps customers maximize the
value of their Cornerstone solutions.
Working in a collaborative, AI-enabled
support environment, you will leverage AI-powered tools, deep technical
expertise, and advanced troubleshooting capabilities to resolve complex issues
involving integrations, APIs, data, and product configurations. You will also
serve as a trusted expert through our Pro Desk offering, providing personalized
guidance that strengthens customer confidence, drives product adoption, and
improves the overall customer experience.
This role offers the opportunity to
expand your technical expertise, mentor fellow support specialists, and play a
key 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.