Lead Principal Support Engineer – AI & Escalations

Cornerstone Research; Polska; Hybrid; PLN 131,000 - 209,000; Full time

Job summary

Cornerstone is seeking a Principal Support Engineer for Poland to lead distress-model work, validate root causes with Engineering, and own knowledge architecture for your product area.

You will mentor L2s, advise on escalated cases, and report to the Pod Director as the technical conscience of the pod. A deep product-expertise background and fast-cert certification trajectory are essential.

Qualifications

• 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.

Responsibilities

• Run the distress model: pull the hardest, oldest, and riskiest cases proactively.
• 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

Product expertise

Job description

Cornerstone is seeking a Principal Support Engineer for Poland to lead distress-model work, validate root causes with Engineering, and own knowledge architecture for your product area.

You will mentor L2s, advise on escalated cases, and report to the Pod Director as the technical conscience of the pod. A deep product-expertise background and fast-cert certification trajectory are essential.