Principal Tech Support Lead for Elite Accounts

EDCAST; Kraków; On-site; PLN 170,000 - 250,000; Full time

Job summary

Cornerstone is seeking a seasoned Enterprise Technical Support Specialist to serve as the single point of contact for named Elite accounts from Kraków. You will own account health reviews, renewals, and enablement, driving value and uptime.

You\'ll run monthly business reviews, coordinate with backups, coach admins, and escalate complex issues with full context to ensure successful outcomes and customer satisfaction.

Qualifications

• 4+ years enterprise technical support or Principal Tech Support Specialist experience.
• Certification track to Principal Tech Support Specialist within 90 days, including SysAdmin/configuration depth.
• Commercial awareness—understanding ARR, entitlements, and renewal timelines.
• Relationship craft: customers know you by name and rely on you.

Responsibilities

• Serve as single POC for your 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 inputs are accurate because you keep them so.
• Guide training and enablement: certification paths, new-feature walkthroughs, admin coaching.

Skills

Executive communication

Account health management

Timezone alignment

Education

Principal Tech Support Specialist certification track within 90 days incl. SysAdmin/config depth

Job description

Cornerstone is seeking a seasoned Enterprise Technical Support Specialist to serve as the single point of contact for named Elite accounts from Kraków. You will own account health reviews, renewals, and enablement, driving value and uptime.

You\'ll run monthly business reviews, coordinate with backups, coach admins, and escalate complex issues with full context to ensure successful outcomes and customer satisfaction.