Advanced Technical Support Engineer - APJ EMEA And AMER Shift - Copy

CyberU, Inc.; Pune District; Sur place; INR 1 200 000 - 1 800 000; Plein temps

Résumé du poste

Cornerstone is seeking an Advanced Product Support Engineer in Pune (Office Based) for APJ, EMEA & AMER shift. You’ll act as a technical authority within Global Customer Support, resolving complex issues using AI-powered insights and collaborating with Engineering and Product teams.

This role emphasizes mentoring Level 2 staff and improving overall support quality. You will work in a collaborative, AI-enabled environment, focusing on high-risk, aging cases while contributing to knowledge base

Qualifications

• Have 5+ years of experience in advanced technical support, SaaS product support, or a similar technical role.
• Possess advanced troubleshooting and root-cause analysis skills, with demonstrated experience resolving complex product, integration, configuration, and data-related challenges.
• Experience collaborating with Engineering and Product teams to investigate defects, document technical findings, and drive effective issue resolution.

Responsabilités

• Serve as the technical authority for your assigned product area, proactively identifying and taking ownership of the most complex, high-risk, and aging support cases to drive timely and effective resolution.
• Lead advanced technical investigations, performing in-depth root-cause analyses to identify underlying product defects, configuration challenges, and integration issues.
• Partner closely with Engineering and Product teams to validate defects, ensure accurate reproduction steps, and support prioritization and resolution through defect management processes.
• Leverage AI-powered tools, customer sentiment insights, and support analytics to identify recurring issues and improve troubleshooting effectiveness.
• Own technical knowledge development for your product area, identifying knowledge base gaps and leading technical deep-dive sessions.

Connaissances

Advanced technical support

SaaS product support

Troubleshooting

Root-cause analysis

Mentoring

Communication skills

Description du poste

Job Description:

Were looking for a

Advanced Technical Support Engineer - APJ, EMEA & AMER Shift - copy

This role is

Office Based,Pune Office

Advanced Product Support Engineer | Pune or Hyderabad | APJ, EMEA & AMER 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, were 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.
Were 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 an Advanced Product SupportSpecialist (Level 3), you will serve as a technical authority withinCornerstones Global Customer Support organization, providing deep productexpertise to resolve our most complex technical challenges and improve theoverall effectiveness of our support teams.
Working in a collaborative, AI-enabledsupport environment, you will leverage advanced troubleshootingcapabilities, AI-powered insights, and strong partnerships with Engineering andProduct teams to identify root causes, resolve critical issues, and proactivelyaddress emerging customer challenges. Rather than managing a traditional casequeue, you will focus on the most complex, high-risk, and aging cases whereyour expertise can make the greatest impact.
You will also play a critical role indeveloping technical capabilities across the team, strengthening productknowledge, and ensuring our customers receive exceptional support that buildsconfidence, drives engagement, and maximizes the value of their Cornerstonesolutions.

In This Role You Will...

Serveas the technical authority for your assigned product area, proactivelyidentifying and taking ownership of the most complex, high-risk, and agingsupport cases to drive timely and effective resolution.
Leadadvanced technical investigations, performing in-depth root-cause analysisto identify underlying product defects, configuration challenges, andintegration issues.
Partnerclosely with Engineering and Product teams to validate defects, ensureaccurate reproduction steps, and support prioritization and resolutionthrough established defect management processes, including OneList.
LeverageAI-powered tools, customer sentiment insights, and support analytics toidentify recurring issues, improve troubleshooting effectiveness, andproactively address opportunities to enhance the customer experience.
Owntechnical knowledge development for your product area, identifyingknowledge base gaps, contributing to certification content, and leadingtechnical deep-dive sessions to strengthen team capabilities.
Mentorand coach Level 2 support specialists, using case quality insights andLevel AI performance data to identify development opportunities andimprove technical problem-solving across the team.
Providetechnical expertise on critical customer escalations, partnering withescalation management teams, including DEEP, to validate solutions andensure accurate, effective resolution.
Partnerdirectly with the Pod Director to identify technical risks, improvesupport processes, and strengthen overall pod performance, including caseaging, backlog health, defect quality, and customer satisfaction.

Youve Got What It Takes If You...

Have5+ years of experience in advanced technical support, SaaS productsupport, or a similar technical role, with deep expertise in complexenterprise software environments.
Possessadvanced troubleshooting and root-cause analysis skills, with demonstratedexperience resolving complex product, integration, configuration, anddata-related challenges.
Arerecognized as a trusted technical expert who can confidently diagnosecomplex issues, validate solutions, and guide others through challengingtechnical situations.
Haveexperience collaborating with Engineering and Product teams to investigatedefects, document technical findings, and drive effective issueresolution.
Arecomfortable leveraging AI-powered tools, support analytics, and customersentiment data to identify trends, improve technical support quality, anddrive operational improvements.
Demonstratestrong mentoring, communication, and knowledge-sharing skills, with theability to develop technical capabilities across a team and influenceothers without direct authority.
Areproactive, collaborative, and customer-obsessed, with a strong sense ofaccountability and a commitment to delivering exceptional customeroutcomes.
Arecommitted to completing required Expert-tier certification within yourfirst 90 days, maintaining deep expertise in your primary product area,and expanding your knowledge across related Cornerstone solutions.

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now - is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone - anywhere - to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!

Requirements: