Advanced Technical Support Engineer

Cornerstone; Pune District; In loco; INR 1.200.000 - 1.800.000; Tempo pieno

Descrizione del lavoro

Cornerstone OnDemand seeks an experienced GCS - Advance ProductSupport Engineer (L2) to serve as a technical expert across Cornerstone's enterprise applications. The role focuses on end-to-end complex cases, API integrations, and real-time escalation support to ensure world-class service.

You will mentor junior staff, drive enhancements, and work with AI-assisted processes to improve response quality and speed. This hands-on role emphasizes problem-solving and customer-centric outcomes.

Competenze

• 3+ years in technical support with deep troubleshooting skills.
• Experience with SSO, authentication, user provisioning, identity management.
• Familiarity with SAML, OAuth, SCIM, OpenID Connect and IdPs like Entra ID or Okta.
• Hands-on REST API, web services, webhooks, and integration workflows.
• Ability to analyze logs and API responses to diagnose issues.
• Experience with HRIS/HCM/ERP integrations and data feeds.
• Knowledge of log analysis tools and data monitoring.
• Ability to diagnose complex customer issues across systems.

Mansioni

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration.
• Deliver Pro Desk as primary expert: 1:1 sessions replacing coaching with expertise.
• Handle escalated Live Chat and voice to resolve business-impacting issues.
• Reproduce defects with clear repro steps, logs, and data for scoring.
• Mentor L1s daily and share knowledge during escalations.
• Work AI-in-the-loop; assist with copilot research and gap closure.
• Achieve product depth enabling multi-product support within 45 days.

Conoscenze

API Troubleshooting

SSO IAM

Log Analysis

REST APIs

HRIS/ERP Integrations

Multi-System Troubleshooting

Customer Coaching

Data Flows

Data-driven debugging

Strumenti

Splunk

Postman

SAML/OAuth tooling

Descrizione del lavoro

GCS - Advance ProductSupport Engineer (L2)

The Advance ProductSupport Engineer is part of the Global Customer Support Team. Advanced Product SupportEngineer serve as product and technical expert providing advanced technicalsupport across Cornerstone OnDemand's suite of enterprise applications. TheAdvanced Technical Support Engineer conducts thorough research and testing whenspecific product behaviours are challenged by clients and employees,articulately explains designed behaviours, acts as a champion for enhancementswhen appropriate, mentors junior team members, serves as a point of escalationand works closely with technology teams. They must also be able to communicateeffectively with clients and internal stakeholders to ensure that CornerstoneOnDemand fulfils its commitment to providing world-class support and service. Thisposition requires a hands‑on individual, who can passionately and patientlyeducate 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.

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