Elite Enterprise Tech Support Lead (Hybrid Kraków)

cyberu; Kraków; Hybrid; PLN 179,000 - 287,000; Full time

Job summary

Cornerstone Kraków Hybrid is seeking a Principal Technical Support Specialist to serve as the single point of contact for Elite accounts, run Monthly Business Reviews, and deliver proactive technical health reviews. You will monitor renewal risk, escalate with full context, and guide client training and feature adoption.

The role requires executive-level communication, 4+ years in enterprise tech support, and a certification track within 90 days.

Qualifications

• 4+ years enterprise technical support or Principal Tech Support Specialist experience.
• Executive-ready communication.
• Certification track for Principal Tech Support Specialist within 90 days incl. SysAdmin/configuration depth.
• Commercial awareness — you understand ARR, entitlements, and renewal timelines.
• Relationship craft: customers ask for you by name and mean it.

Responsibilities

• Serve as single POC for named Elite accounts: direct routing, no queue, timezone-aligned, with two named backups covering absence.
• Run the Monthly Business Review per account: one slide, open items with dates, commitments earned and kept.
• Deliver technical health reviews on cadence — configuration, integrations, adoption — and near-SysAdmin configuration coaching.
• Watch the account’s renewal-risk radar: account-level iCSAT, case patterns, and sentiment trends surfaced before a survey would say so.
• Advocate escalations into DEEP with full context; your account’s EIM inputs are accurate because you keep them so.
• Guide training and enablement: certification paths, new-feature walkthroughs, admin coaching.

Skills

Executive communication

Enterprise tech support

Customer relationship management

Tools

SysAdmin depth

Job description

Cornerstone Kraków Hybrid is seeking a Principal Technical Support Specialist to serve as the single point of contact for Elite accounts, run Monthly Business Reviews, and deliver proactive technical health reviews. You will monitor renewal risk, escalate with full context, and guide client training and feature adoption.

The role requires executive-level communication, 4+ years in enterprise tech support, and a certification track within 90 days.