Advanced Technical Support Engineer

Cornerstone OnDemand; Polska; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

Cornerstone OnDemand Poland is seeking a seasoned Technical Support professional to own complex customer cases end-to-end, including integrations, APIs, and data flows. You will provide expert guidance on Pro Desk and handle real-time escalations via Live Chat and voice.

The role emphasizes mentoring L1 staff, contributing to AI-in-the-loop workflows, and maintaining thorough documentation to ensure seamless handoffs and high customer satisfaction.

Qualifications

• 3+ years of technical support with real troubleshooting depth (logs, APIs, SSO, integrations).
• Pod Specialist certification within 45 days; multi-product breadth valued.
• Teaching instinct: you make customers and L1s smarter in every interaction.
• Composure in escalated moments; documentation discipline for smooth handoffs.

Responsibilities

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration - to Earned Resolution, not ticket closure.
• Deliver Pro Desk as the primary expert: scheduled 1:1 sessions that replace CSM coaching with certified product expertise.
• Take escalated Live Chat and voice - real-time expertise when the customer’s business is stuck.
• Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.
• Mentor L1s daily - the 15-minute rule works because someone answers; claim hard cases at the line-up (‘I’ve got it’).
• Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.

Skills

Technical support

Troubleshooting

APIs

Integrations

Data flows

Tools

API tooling

Job description

ABOUT CORNERSTONE

Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.

In this role you will...

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration - to Earned Resolution, not ticket closure.
• Deliver Pro Desk as the primary expert: scheduled 1:1 sessions that replace CSM coaching with certified product expertise.
• Take escalated Live Chat and voice - real-time expertise when the customer’s business is stuck.
• Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.
• Mentor L1s daily - the 15-minute rule works because someone answers; claim hard cases at the line-up (‘I’ve got it’).
• Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.

You’ve got what it takes if you have...

• 3+ years technical support with real troubleshooting depth - logs, APIs, SSO, integrations, data flows.
• Pod Specialist certification within 45 days; multi-product breadth valued.
• Teaching instinct: you make customers and L1s smarter in every interaction.
• Composure in escalated moments; documentation discipline that makes handoffs invisible.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [e-mail]