Principal Support Engineer

cyberu; Pune District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

Cornerstone Research in Pune is seeking a Principal Support Engineer to lead complex customer issues and drive defect validation with Engineering. You will own knowledge content, mentor colleagues, and ensure high-quality resolution for challenging cases in a fast-paced pod model.

The role emphasizes deep product expertise, rapid certification, and strong escalation management. It is an office-based position at the Pune office with a focus on customer success and continuous improvement.

Qualifications

• 3+ years of deep product expertise with a track record as a go-to person in the product family.
• Expert-level certification completed within 90 days from joining.
• Root-cause rigor to distinguish symptoms from causes with evidence-based validation.
• Generosity with knowledge and authority without ego.

Responsibilities

• Run the distress model to pull oldest, riskiest cases and own the initiative.
• Serve as the pod's defect authority, validating root causes and partnering with Engineering.
• Own knowledge architecture, KB coverage, and certification content input.
• Mentor L2s toward mastery and elevate pod quality signals and coaching.
• Advise on escalated cases with responsibility for truth of the fix.
• Report directly to the Pod Director as the technical conscience of the pod.

Job description

We're looking for a

Principal Support Engineer

This role is Office Based,Pune Office

MASTERY · THREE PER POD · REPORTS TO DIRECTOR

Level 3 Agent — Pod Expert

The pod’s technical authority: no queue, by design — you go where the pod is stuck.

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.

What You Will Own

• Run the distress model: pull the hardest, oldest, and riskiest cases proactively — nothing is assigned to you; you claim what matters most.
• Serve as the pod’s defect authority: validate root causes, partner with Engineering on the OneList, and stand behind every repro your pod submits.
• Own knowledge architecture: KB coverage for your product area, certification content input, deep-dive sessions for the pod.
• Mentor L2s toward mastery; read the pod’s quality signals in Level AI and aim coaching where cases score poorly.
• Advise DEEP on escalated cases from your product area — the Escalation Manager owns the case; you own the truth of the fix.
• Report directly to the Pod Director as the technical conscience of the pod.

What You Bring

• 3+ years deep product expertise; recognized go-to status in your product family.
• Expert-tier certification within 90 days; breadth across adjacent modules.
• Root-cause rigor — you distinguish symptom from cause and prove it.
• Generosity with knowledge; authority without ego.

GATES: 90-day Expert certification · pod aging/backlog health · defect-validation quality · mentoring impact.

IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.

#LI-Onsite

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.

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