Advanced Technical Support Engineer

Cornerstone OnDemand; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Cornerstone OnDemand in Pune (India) invites an experienced GCS – Advance ProductSupport Engineer (L2) to join its Global Customer Support Team. You will act as a product and technical expert, owning complex cases across integrations, APIs, and data issues, with focus on earned resolution and multi-module configuration.

You'll deliver Pro Desk as the primary expert, mentor L1s, handle escalated Live Chat and voice support, reproduce defects with clear repro steps and logs, and work

Qualifications

• 3+ years technical support with real troubleshooting depth — logs, APIs, SSO, integrations, data flows.
• Experience troubleshooting SSO, authentication, user provisioning, and identity management solutions.
• Working knowledge of SAML, OAuth, SCIM, OpenID Connect, and identity providers such as Microsoft Entra ID, Okta, or similar platforms.
• Hands-on experience troubleshooting REST APIs, web services, webhooks, connectors, and integration workflows.
• Ability to analyze logs, audit records, browser traces, and API responses to isolate and resolve technical issues.
• Experience supporting HRIS, HCM, LMS, ERP, Talent Management, or related enterprise applications and integrations.
• Knowledge of FTP/SFTP, data feeds, synchronization processes, and integration monitoring.
• Experience working with log analysis tools such as Splunk or equivalent platforms.
• Ability to independently diagnose complex customer issues and drive resolution across multiple systems and stakeholders.
• Teaching instinct: you make customers and L1s smarter in every interaction.
• Composure in escalated moments; documentation discipline that makes handoffs invisible.

Responsibilities

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration — to Earned Resolution, not ticket closure.
• Deliver Pro Desk as the primary expert: scheduled 1:1 session that replace CSM coaching with certified product expertise.
• Take escalated Live Chat and voice — real-time expertise when the customer’s business is stuck.
• Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.
• Mentor L1s daily — the 15-minute rule works because someone answers; claim hard cases at the line-up.
• Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.
• Pod Specialist certification within 45 days; multi-product breadth valued.

Skills

Advanced troubleshooting

APIs

SSO

Identity management

REST APIs

Data analysis

Log analysis

Integration monitoring

Customer-focused mindset

Mentoring

Communication

Problem solving

L1 support

OpenID Connect

SAML

OAuth

SCIM

Splunk

Tools

Splunk

Job description

GCS – Advance ProductSupport Engineer (L2)

The Advance Product

Support Engineer is part of the Global Customer Support Team. Advanced Product Support Engineer serve as product and technical expert providing advanced technical

support across Cornerstone OnDemand’s suite of enterprise applications. The

Advanced Technical Support Engineer conducts thorough research and testing when

specific product behaviours are challenged by clients and employees,

articulately explains designed behaviours, acts as a champion for enhancements

when appropriate, mentors junior team members, serves as a point of escalation

and works closely with technology teams. They must also be able to communicate

effectively with clients and internal stakeholders to ensure that Cornerstone

OnDemand fulfils its commitment to providing world-class support and service. This

position requires a hands-on individual, who can passionately and patiently

educate our clients on, how our product is designed to work, and excels in problem

solving skills, has eagerness to learn and brings customer centric mindset.

In this role you will…

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration — to Earned Resolution, not ticket closure.

• Deliver Pro Desk as the primary expert: scheduled 1:1 session that replace CSM coaching with certified product expertise.

• Take escalated Live Chat and voice — real-time expertise when the customer’s business is stuck.

• Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.

• Mentor L1s daily — the 15-minute rule works because someone answers; claim hard cases at the line-up (‘I’ve got it’).

• Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.

• Pod Specialist certification within 45 days; multi-product breadth valued.

You've got what it takes if you have…

• 3+ years technical support with real troubleshooting depth — logs, APIs, SSO, integrations, data flows.

• Experience troubleshooting SSO, authentication, user provisioning, and identity management solutions.

• Working knowledge of SAML, OAuth, SCIM, OpenID Connect, and identity providers such as Microsoft Entra ID, Okta, or similar platforms.

• Hands-on experience troubleshooting REST APIs, web services, webhooks, connectors, and integration workflows.

• Ability to analyze logs, audit records, browser traces, and API responses to isolate and resolve technical issues.

• Experience supporting HRIS, HCM, LMS, ERP, Talent Management, or related enterprise applications and integrations.

• Knowledge of FTP/SFTP, data feeds, synchronization processes, and integration monitoring.

• Experience working with log analysis tools such as Splunk or equivalent platforms.

• Ability to independently diagnose complex customer issues and drive resolution across multiple systems and stakeholders.

• Teaching instinct: you make customers and L1s smarter in every interaction.

• Composure in escalated moments; documentation discipline that makes handoffs invisible.

#LI-Onsite

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [e-mail]