Advanced Technical Support Specialist - Poland

EdCast; Kraków; On-site; PLN 180,000 - 260,000; Full time

Job summary

Cornerstone in Kraków is seeking a senior product professional to lead complex product areas within the OneList/knowledge domain. You will run the distress model, validate root causes with Engineering, and own knowledge architecture while mentoring others.

This role reports to the Pod Director and requires deep product expertise, a certification within 90 days, and a collaborative, knowledge-sharing mindset. You will drive quality improvements and contribute to scalable product success.

Qualifications

• 5+ years of deep product expertise; recognized go-to status in your product family.
• Expert-tier certification within 90 days; breadth across adjacent modules.
• Root-cause rigor — you distinguish symptom from cause and prove it.

Responsibilities

• Run the distress model: pull the hardest, oldest, and riskiest cases proactively — nothing is assigned to you; you claim what matters most.
• Serve as the pod’s defect authority: validate root causes, partner with Engineering on the OneList, and stand behind every repro your pod submits.
• Own knowledge architecture: KB coverage for your product area, certification content input, deep-dive sessions for the pod.
• Mentor L2s toward mastery; read the pod’s quality signals in Level AI and aim coaching where cases score poorly.
• Advise DEEP on escalated cases from your product area — the Escalation Manager owns the case; you own the truth of the fix.
• Report directly to the Pod Director as the technical conscience of the pod.

Skills

Deep product expertise

Root-cause rigor

Knowledge sharing

Education

Expert-tier certification within 90 days

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.

Responsibilities

In this role you will...

• Run the distress model: pull the hardest, oldest, and riskiest cases proactively — nothing is assigned to you; you claim what matters most.
• Serve as the pod’s defect authority: validate root causes, partner with Engineering on the OneList, and stand behind every repro your pod submits.
• Own knowledge architecture: KB coverage for your product area, certification content input, deep-dive sessions for the pod.
• Mentor L2s toward mastery; read the pod’s quality signals in Level AI and aim coaching where cases score poorly.
• Advise DEEP on escalated cases from your product area — the Escalation Manager owns the case; you own the truth of the fix.
• Report directly to the Pod Director as the technical conscience of the pod.

Qualifications

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

• 5+ years deep product expertise; recognized go-to status in your product family.
• Expert-tier certification within 90 days; breadth across adjacent modules.
• Root-cause rigor — you distinguish symptom from cause and prove it.
• Generosity with knowledge; authority without ego.