Product Support Specialist

Cornerstone OnDemand; Pune District; On-site; INR 400,000 - 600,000; Full time

Job summary

Cornerstone OnDemand in Pune, India seeks a Product Support Engineer (L1) for night shifts aligned to US EST/PST. You will provide level 1 support, troubleshoot SaaS applications, and educate clients on product usage, delivering timely solutions and maintaining CSAT.

The role requires strong communication, problem solving, and the ability to work in a 24x7 environment with cross‑functional teams globally.

Qualifications

• Bachelor's degree in CS or equivalent, 1–3 years in customer-facing support.
• Experience debugging access management and SSO.
• Basic SaaS/cloud concepts; familiarity with FTP/HTML.
• Strong written and verbal communication; customer-centric.
• Ability to work in 24x7 US shift.

Responsibilities

• Provide 24x7 day-to-day functional and technical support to clients.
• Follow up on cases to meet SLAs and CSAT.
• Communicate clearly via CRM, phone, and email to avoid backlog.
• Prioritize high-impact cases and deliver timely resolutions.
• Triage and escalate with proper documentation.
• Maintain product certification and engagement with knowledge base.
• Collaborate with global team.
• Uphold privacy and security obligations.

Skills

Customer support

SLA management

Communication

24x7 shift readiness

Problem solving

Teamwork

SSO basics

SaaS basics

Organized

Education

Bachelor's degree in CS or equivalent

Tools

CRM (Salesforce)

Job description

Product Support Engineer (L1) | Night Shift - US EST/+ PST | Pune

The Product Support Engineer is part of the Global Customer Support Team, responsible for

providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support

Engineer works via telephone and electronic communication (CRM) with clients to

acknowledge, analyse, and resolve complex application software related questions and

troubleshoot issues encountered in applications. 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

• Provide day to day functional and technical software application support in a 24x7 environment to our clients including functionality testing and troubleshooting as needed.
• Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).
• Time-bound and superior customer communication over CRM (salesforce), phone and email to prevent case staleness/ageing and preventing backlog.
• Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.
• Where necessary, time bound engagement of next level support with proper triage and case documentation.
• Attain and maintain product certification on Cornerstone products in adherence with Cornerstones Product Certification Program achieving deep understanding and expertise over Cornerstone applications.
• Active engagement with Knowledge base and forums utilizing help channels/resources.
• Consistently deliver aligning with set goals and beyond.
• Collaborate with team members from all around the world.
• Consideration of privacy and security obligation.

You've got what it takes if you have

• Bachelors degree in computer science or equivalent with 1-3 years of customer facing application support experience (Preferably SaaS environment)
• Hands‑on experience working on and debugging issues with access management, Single‑Sign‑On, etc.
• Basic awareness about SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.
• Highly organized with understanding of processes, SLA's and tools used in product support ecosystem.
• Superior written and verbal communication skills.
• Customer centric mindset, with passion for helping customers and providing excellent customer service.
• Positive Attitude with ability to thinking out of the box.
• Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation.
• Strong analytical and problem‑solving skills.
• Strong team player promoting and influencing positive team spirit towards inclusive success.
• The role requires working in 24x7 environment (mostly US shifts)

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]