Advanced Technical Support Engineer

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

Job summary

Cornerstone OnDemand in Kraków is seeking an Advanced Technical Support Engineer for a hybrid role based at our Krakow Office. You will act as the technical advocate for a portfolio of enterprise accounts across EMEA, handling complex health, escalations, and strategic resolutions.

You will troubleshoot multi-system issues, translate technical details for executives, and partner with engineering and product teams to optimize platforms like HRIS, Talent Management, and LMS.

Qualifications

• 3–5 years in Enterprise Technical Support or related roles.
• Experience with enterprise Cloud/SaaS (HRIS, Talent Management, LMS) preferred.

Responsibilities

• 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.

Job description

We're looking for a Advanced Technical Support Engineer. This role is Hybrid, Krakow Office.

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 optimization 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 organized 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 analyzing 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 organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations 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 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations 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 program-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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