Advanced Technical Support Engineer

Cornerstone Research; Kraków; Hybrid; PLN 113,000 - 181,000; Full time

Job summary

Cornerstone is seeking an Advanced Technical Support Engineer to join our hybrid Kraków team. You will act as the primary technical advocate for Enterprise clients across EMEA, combining platform expertise with client management to drive system stability and success.

You will troubleshoot complex issues, translate technical details for executives, and contribute to strategic initiatives while collaborating across global teams. Fluency in English is essential.

Qualifications

• 3–5 years of experience in enterprise technical support or related roles.
• Proven ability to troubleshoot complex issues in SaaS/Cloud environments.
• Excellent written and verbal English communication with executives.
• Knowledge Management, KCS principles, and documenting complex issues is a plus.

Responsibilities

• Act as primary technical advocate for a designated portfolio of EMEA enterprise accounts, managing complex technical health, operational visibility, and key escalations.
• Provide high‑touch written and verbal support, translating backend IT technicalities into clear, executive‑ready communication for business leaders.
• Troubleshoot complex multi‑system issues, custom configurations, data feeds, and integrations using advanced diagnostic tools and log analysis.
• Replicate intricate customer workflows in test environments to isolate root causes and formulate strategic resolution plans.
• Maintain rigorous operational visibility by documenting key outcomes from customer syncs and reviews directly in case management tools to ensure seamless global team coverage.

Skills

Enterprise technical support

Technical account management

SaaS customer success

Systems consulting

API troubleshooting

Executive communication

Knowledge management

Job description

Advanced Technical Support Engineer

Hybrid, Krakow Office

The Dedicated Support Advocate (DSA) is a member of an elite support team delivering world‑class, proactive service for our highest‑value enterprise clients across EMEA. Acting as a trusted technical partner, they combine deep platform expertise with exceptional client management to drive system stability and customer success. Our DSAs are strong communicators who bridge complex technical details with strategic business needs, maintaining close client relationships while advocating for their customers across the global organization.

In this role you will…

Dedicated Account Ownership & Case Management

• Act as the primary technical advocate for a designated portfolio of EMEA enterprise accounts, managing complex technical health, operational visibility, and key escalations.
• Provide high‑touch written and verbal support, translating backend IT technicalities into clear, executive‑ready communication for business leaders.
• Troubleshoot complex multi‑system issues, custom configurations, data feeds, and integrations using advanced diagnostic tools and log analysis.
• Replicate intricate customer workflows in test environments to isolate root causes and formulate strategic resolution plans.
• Maintain rigorous operational visibility by documenting key outcomes from customer syncs and reviews directly in case management tools to ensure seamless global team coverage.

Proactive Consulting & Strategic Alignment

• Conduct structured impact analyses for major product releases, evaluating how new features or system updates affect specific customer configurations.
• Partner consultatively with client administrators and leadership to guide them on platform optimisation and best practices.
• Clearly articulate problem definitions, risk assessments, and action plans during high‑stakes customer interactions.
• Allocate time to strategic account initiatives, process improvements, and cross‑functional projects as required.

You've got what it takes if you have…

• About 3–5 years of prior experience in Enterprise Technical Support, Technical Account Management, SaaS Customer Success, or Systems Consulting.
• Highly committed individual with a proven background in solving complex technical problems within enterprise Cloud/SaaS environments (HRIS, Talent Management, or LMS experience preferred).
• Deep technical aptitude and analytical skills, with experience troubleshooting APIs, enterprise data structures, and complex software workflows.
• Strong written and verbal communication skills in English, with the ability to speak confidently and articulately with both system administrators and executive stakeholders.
• Highly organised mindset with a firm understanding of support processes, SLAs, root‑cause analysis (RCA), and operational tracking.
• Knowledge Management Mindset: Strong enthusiasm for technical writing and documentation; experience using Knowledge‑Centered Service (KCS) principles, creating Knowledge Base articles, and analysing complex multi‑tenant product issues.
• Ability to influence and build productive, collaborative relationships across global engineering, product, and account teams.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working environment.
• Fluency in additional languages (e.g., French, German, or Italian) is an advantage.

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:

Cornerstone powers the potential of organisations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI‑powered workforce agility platform, meets organisations where they are. With Galaxy, organisations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organisations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high‑performing, future‑ready organisations and people today.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market‑driven research, and skill‑based appraisals. As part of our mission to share success and empower individuals to thrive in an ever‑changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short‑ and programme‑specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job‑related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full‑time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 113100 - 181000 PLN.

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