Senior Product Support Specialist

Cornerstone OnDemand; Hyderabad; Sur place; INR 8 080 000 - 11 407 000; Plein temps

Résumé du poste

Cornerstone OnDemand is seeking a Senior Product Support Specialist to act as a technical expert in our Global Customer Support organization. You will resolve complex issues involving integrations, APIs, data and configurations, while delivering advanced guidance through Pro Desk sessions.

You will leverage AI-powered tools to accelerate research, mentor Level 1 specialists, and collaborate with Engineering and Product teams to improve support processes and customer outcomes.

Qualifications

• 3+ years of experience in technical support or SaaS product support.
• Experience resolving complex technical issues with APIs, integrations, SSO, system logs, data flows and advanced configurations.

Responsabilités

• Own and resolve complex technical support cases involving integrations, APIs, data issues, and multi‑module configurations.
• Deliver expert guidance through Pro Desk and lead one-on-one sessions to troubleshoot challenges.
• Provide advanced real-time support via escalated live chat and phone interactions.

Connaissances

Complex technical troubleshooting

APIs & Integrations

Data flows & system configurations

Pro Desk guidance

Mentoring Level 1 specialists

Collaboration with Eng/Product

Customer-first mindset

Use of AI-powered tools

Outils

Case management systems

AI-powered tools

Description du poste

Senior Product Support Specialist

Office Based, Hyderabad Office

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

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.

At Cornerstone, we're passionate about helping organizations unlock the full potential of their people. Our customers rely on our technology to develop talent, build skills, and drive business success. Delivering exceptional customer experiences is at the heart of everything we do.

Our Global Customer Support team plays a critical role in bringing that commitment to life. We are relentlessly customer-obsessed, focused not only on resolving issues but also on building trust, driving engagement, and ensuring customers realize the full value of their Cornerstone solutions. We believe every customer interaction is an opportunity to make a meaningful difference, strengthen relationships, and help our customers succeed.

We're looking for individuals who share our passion for delivering exceptional service, embrace innovation and AI-powered technology, and take pride in making every customer interaction count.

As a Senior Product Support Specialist (Level 2), you will serve as a technical expert within Cornerstone's Global Customer Support organization, resolving complex product challenges and delivering advanced guidance that helps customers maximize the value of their Cornerstone solutions.

Working in a collaborative, AI-enabled support environment, you will leverage AI-powered tools, deep technical expertise, and advanced troubleshooting capabilities to resolve complex issues involving integrations, APIs, data, and product configurations. You will also serve as a trusted expert through our Pro Desk offering, providing personalized guidance that strengthens customer confidence, drives product adoption, and improves the overall customer experience.

This role offers the opportunity to expand your technical expertise, mentor fellow support specialists, and play a key role in delivering exceptional customer outcomes.

In this role you will

• Own and resolve complex technical support cases involving integrations, APIs, data issues, and multi-module configurations, ensuring effective resolution and customer satisfaction.
• Deliver expert guidance through Pro Desk, leading scheduled one-on-one customer sessions to troubleshoot challenges, share product expertise, and help customers maximize the value of their solutions.
• Provide advanced real-time support through escalated live chat and phone interactions, resolving critical issues with urgency, professionalism, and a customer-first mindset.
• Leverage AI-powered tools and copilots to accelerate technical research, improve troubleshooting, draft and validate customer responses, and deliver efficient, high-quality support.
• Investigate and reproduce complex product defects, documenting technical findings, logs, reproduction steps, and customer impact to support engineering prioritization and resolution.
• Mentor and support Level 1 specialists by sharing technical knowledge, providing timely escalation assistance, and taking ownership of complex cases when needed.
• Collaborate with Engineering, Product, and internal support teams to resolve recurring technical issues, identify knowledge gaps, and improve support processes and documentation.
• Meet established productivity, customer satisfaction, and Pro Desk session quality expectations while continuously building technical expertise and improving the customer experience.

You've Got What It Takes If You...

• Have 3+ years of experience in technical support, SaaS product support, or a similar technical customer-facing role, with demonstrated experience resolving complex technical issues.
• Possess strong troubleshooting skills and hands‑on experience working with APIs, integrations, SSO, system logs, data flows, and advanced software configurations.
• Are passionate about delivering exceptional customer experiences and helping customers successfully adopt and maximize the value of technology.
• Have excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and colleagues.
• Are comfortable leveraging AI-powered tools, technical research platforms, and case management systems to improve troubleshooting efficiency and customer outcomes.
• Demonstrate strong collaboration and mentoring skills, with a willingness to share knowledge and help develop less experienced support specialists.
• Remain calm and solution‑oriented during complex escalations, with strong attention to detail and the ability to document technical findings and customer interactions thoroughly.
• Are committed to completing required Pod Specialist certification within your first 45 days, maintaining certification with product releases, and continuously expanding your expertise across multiple Cornerstone products.

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.