Senior Product Support Specialist

Cornerstone OnDemand; Hyderabad; Vor Ort; INR 900.000 - 1.400.000; Vollzeit

Zusammenfassung

Cornerstone OnDemand is seeking a Senior Product Support Specialist (L1) for night shifts serving US EST and PST, stationed in Pune. You will address complex technical issues, guide customers through API and integration challenges, and collaborate with Engineering and Product teams to ensure exceptional service and product adoption.

Ideal candidates have 3+ years in SaaS product support, strong troubleshooting, and comfort with AI-assisted tools to deliver precise, timely resolutions.

Qualifikationen

• 3+ years of technical support experience in SaaS or similar role.
• Strong troubleshooting skills with APIs, integrations, SSO, and data flows.
• Clear written and verbal communication; customer-focused.

Aufgaben

• Own and resolve complex technical support cases involving integrations, APIs, data issues and multi-module configurations.
• Provide Pro Desk guidance, lead sessions to troubleshoot and maximize product value.
• Offer real-time support via chat and phone for critical issues with urgency and professionalism.
• Leverage AI-powered tools to accelerate research and draft high-quality responses.
• Investigate and reproduce defects, document findings for engineering prioritization.
• Mentor Level 1 specialists and escalate when needed while handling complex cases.
• Collaborate with Engineering, Product and internal teams to address recurring issues.

Kenntnisse

Troubleshooting

APIs

Integrations

SSO

Data flows

Tools

Case management systems

Jobbeschreibung

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

• Ownand resolve complex technical support cases involving integrations, APIs,data issues, and multi-module configurations, ensuring effectiveresolution and customer satisfaction.

• Deliverexpert guidance through Pro Desk, leading scheduled one-on-one customersessions to troubleshoot challenges, share product expertise, and helpcustomers maximize the value of their solutions.

• Provideadvanced real-time support through escalated live chat and phoneinteractions, resolving critical issues with urgency, professionalism, anda customer-first mindset.

• LeverageAI-powered tools and copilots to accelerate technical research, improvetroubleshooting, draft and validate customer responses, and deliverefficient, high-quality support.

• Investigateand reproduce complex product defects, documenting technical findings,logs, reproduction steps, and customer impact to support engineeringprioritization and resolution.

• Mentorand support Level 1 specialists by sharing technical knowledge, providingtimely escalation assistance, and taking ownership of complex cases whenneeded.

• Collaboratewith Engineering, Product, and internal support teams to resolve recurringtechnical issues, identify knowledge gaps, and improve support processesand documentation.

• Meetestablished productivity, customer satisfaction, and Pro Desk sessionquality expectations while continuously building technical expertise andimproving the customer experience.

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

• Have3+ years of experience in technical support, SaaS product support, or asimilar technical customer-facing role, with demonstrated experienceresolving complex technical issues.

• Possessstrong troubleshooting skills and hands-on experience working with APIs,integrations, SSO, system logs, data flows, and advanced softwareconfigurations.

• Arepassionate about delivering exceptional customer experiences and helpingcustomers successfully adopt and maximize the value of technology.

• Haveexcellent written and verbal communication skills, with the ability toexplain complex technical concepts clearly to customers and colleagues.

• Arecomfortable leveraging AI-powered tools, technical research platforms, andcase management systems to improve troubleshooting efficiency and customeroutcomes.

• Demonstratestrong collaboration and mentoring skills, with a willingness to shareknowledge and help develop less experienced support specialists.

• Remaincalm and solution-oriented during complex escalations, with strongattention to detail and the ability to document technical findings andcustomer interactions thoroughly.

• Arecommitted to completing required Pod Specialist certification within yourfirst 45 days, maintaining certification with product releases, andcontinuously expanding your expertise across multiple Cornerstoneproducts.

#LI-Onsite

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]