Senior Product Support Specialist

Luna Bearings; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Luna Bearings is seeking a Senior Product Support Engineer to provide day‑to‑day functional and technical software support in a 24x7 environment for Cornerstone OnDemand products. You will diagnose complex issues, educate clients on product behavior, and contribute to knowledge resources.

Ideal candidates hold a CS degree with 3+ years of enterprise SaaS support experience, possess strong troubleshooting and customer‑facing skills, and can work night shifts aligned to US EST from Pune, India.

Qualifications

• 3+ years of technical support experience in an enterprise SaaS environment.
• Ability to grasp complex technical workflows and differentiate user error vs. defect.
• Strong documentation and communication skills.
• Customer-centric mindset with problem-solving focus.

Responsibilities

• Provide 24x7 functional and technical software support to clients.
• Ensure SLA adherence and high CSAT through timely follow-ups.
• Diagnose and resolve complex product issues and educate customers.
• Mentor junior team members and contribute to knowledge base.
• Collaborate with global teams to ensure customer success.

Skills

Technical support

SaaS

Customer facing

Troubleshooting

Documentation

Education

Bachelor's degree in CS

Tools

CRM tools

Knowledge base

SLA tracking

Job description

Senior Product Support Engineer | Night Shift - US EST

The Sr. Product Support Engineer is part of the Global Customer Support Team, responsible for providing support to clients on the Cornerstone OnDemand products. Senior Product Support Engineer works via telephone and electronic communication (CRM) with clients to acknowledge, analyse, and resolve complex application software related questions and 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 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).
• Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.
• Gain and maintain deep technical expertise across Cornerstone OnDemand's enterprise product suite to accurately respond to product behaviour questions and challenge.
• Handle all types of customer and business situations: assessing severity, impact, and escalating to management when appropriate.
• Active contribution towards Knowledge base and forums/channels.
• Mentor, coach and/or train support engineers as part of knowledge transfer process.
• 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...

• Bachelor's degree in computer science or equivalent with 3+ years of technical support experience client facing IT role in an enterprise-level (B2B) environment providing Software as a Service (SaaS) product offering in the cloud.
• Ability to grasp complex, technical system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defect.
• Highly organized with understanding of processes, SLA's and tools used in product support ecosystem.
• Ability to accurately document and concisely articulate system behaviours, issues, workflows and/or functionality for a variety of audiences ranging from basic users to technical team (Knowledge Base/Articles).
• 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.
• Ability to mentor and coach new/junior team members.

The role requires working in 24x7 environment (mostly US shifts).