Senior Product Support Specialist | Hyderabad | EMEA & AMER Shift

cyberu; Hyderabad; Vor Ort; INR 1.200.000 - 2.400.000; Vollzeit

Zusammenfassung

Cornerstone Hyderabad is seeking a Senior Product Support Specialist (Level 2) to act as a technical expert in our Global Customer Support, resolving complex product challenges and guiding customers to maximize the value of Cornerstone solutions, working in an AI-enabled environment.

You will resolve issues involving integrations, APIs, data, and configurations, mentor junior staff, and collaborate with Engineering and Product teams to improve processes and documentation.

Qualifikationen

• 3+ years in technical/SaaS product support.
• Experience with APIs, integrations, data flows.
• Strong written and verbal communication.
• Ability to mentor junior teammates.

Aufgaben

• Own and resolve complex product issues including integrations and APIs.
• Provide Pro Desk guidance and real-time support via chat/phone.
• Collaborate with Engineering, Product, and Support teams.
• Mentor Level 1 specialists and share knowledge.
• Maintain high productivity and customer satisfaction metrics.

Kenntnisse

Troubleshooting

Customer focus

SaaS support

Tools

APIs

Integrations

Jobbeschreibung

We're looking for a

Senior Product Support Specialist | Hyderabad | EMEA & AMER Shift

This role is Office Based,Hyderabad Office

Senior Product Support Specialist ( SaaS )| Hyderabad | APJ & EMEA Shift

About Cornerstone

Cornerstone believes human potentialgrows exponentially when AI works in service of people. Global Customer Supportis where that promise is kept — one customer, one case, one conversation at atime.
At Cornerstone, we're passionate abouthelping organizations unlock the full potential of their people. Our customersrely on our technology to develop talent, build skills, and drive businesssuccess. Delivering exceptional customer experiences is at the heart ofeverything we do.
Our Global Customer Support team plays acritical role in bringing that commitment to life. We are relentlesslycustomer-obsessed, focused not only on resolving issues but also on buildingtrust, driving engagement, and ensuring customers realize the full value oftheir Cornerstone solutions. We believe every customer interaction is anopportunity to make a meaningful difference, strengthen relationships, and helpour customers succeed.
We're looking for individuals who shareour passion for delivering exceptional service, embrace innovation andAI-powered technology, and take pride in making every customer interactioncount.

The Role

As a Senior Product SupportSpecialist (Level 2), you will serve as a technical expert withinCornerstone's Global Customer Support organization, resolving complex productchallenges and delivering advanced guidance that helps customers maximize thevalue of their Cornerstone solutions.
Working in a collaborative, AI-enabledsupport environment, you will leverage AI-powered tools, deep technicalexpertise, and advanced troubleshooting capabilities to resolve complex issuesinvolving integrations, APIs, data, and product configurations. You will alsoserve as a trusted expert through our Pro Desk offering, providing personalizedguidance that strengthens customer confidence, drives product adoption, andimproves the overall customer experience.
This role offers the opportunity toexpand your technical expertise, mentor fellow support specialists, and play akey 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.

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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