Senior Product Support Specialist

Cornerstone Research; Pune District; On-site; INR 900,000 - 1,300,000; Full time

Job summary

Cornerstone OnDemand is seeking a Senior Product Support Specialist for our Pune office. Join the Global Customer Support Team to provide day-to-day functional and technical software application support for Cornerstone OnDemand products in a 24x7 environment, ensuring customer satisfaction and timely resolutions.

You will document issues, contribute to knowledge bases, mentor junior engineers, and collaborate with global colleagues while upholding privacy and security obligations in a fast-paced

Qualifications

• Bachelor’s degree in computer science or equivalent with 3+ years of technical support experience in a B2B SaaS cloud environment.
• Ability to grasp complex, technical system workflows and troubleshoot issues to distinguish user error from defects.
• Highly organized with understanding of processes, SLAs and product-support tools.
• Ability to document and articulate system behaviors for audiences from users to technical teams.
• Superior written and verbal communication skills.
• Customer-centric mindset with a passion for helping customers.
• Positive attitude, out-of-the-box thinking, and strong listening skills.
• Strong analytical, problem-solving, and teamwork abilities.
• Ability to mentor and coach junior team members.

Responsibilities

• Provide day-to-day functional and technical software application support in a 24x7 environment to clients, including testing and troubleshooting as needed.
• Ensure timely follow-up on cases to meet SLAs and maintain high CSAT.
• Prioritize high-impact cases and deliver time-bound resolutions.
• Gain and maintain deep technical expertise across Cornerstone OnDemand product suites to address user questions.
• Handle varied customer situations: assess severity, impact, and escalate when needed.
• Contribute to Knowledge Base and forums/channels.
• Mentor, coach and train support engineers as part of knowledge transfer.
• Collaborate with global team members and adhere to privacy and security obligations.

Skills

Technical support

SaaS

Customer facing

Problem solving

Education

Bachelor's degree in computer science

Tools

CRM

Job description

We're looking for a

Senior Product Support Specialist

This role is Office Based,Pune Office

Senior Product SupportEngineer | Night Shift - US EST

The Sr. Product Support Engineer is part of theGlobal Customer Support Team, responsible for providing support to clients onthe Cornerstone OnDemand products. Senior Product Support Engineer works viatelephone and electronic communication (CRM) with clients to acknowledge, analyse,and resolve complex application software related questions and issuesencountered in applications. This position requires a hands-on individual, whocan passionately and patiently educate our clients on, how our product isdesigned to work, and excels in problem solving skills, has eagerness to learnand 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).

Senior Product Support Engineer is part of theGlobal Customer Support Team, responsible for providing support to clients onthe Cornerstone OnDemand products. Senior Product Support Engineer works viatelephone and electronic communication (CRM) with clients to acknowledge, analyse,and resolve complex application software related questions and issuesencountered in applications. This position requires a hands‑on individual, whocan passionately and patiently educate our clients on, how our product isdesigned to work, and excels in problem solving skills, has eagerness to learnand 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 concisively 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).

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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