Product Support Engineer

Cornerstone Research; Kraków; On-site; PLN 79,000 - 127,000; Full time

Job summary

Cornerstone is seeking a Product Support Engineer to deliver frontline technical and functional support for Galaxy SaaS solutions from Krakow in a hybrid role. You will combine problem-solving, clear communication, and customer empathy to ensure outstanding support across phone, email, and web channels.

You will troubleshoot, document solutions, meet SLAs, and collaborate with cross-functional teams to continually improve our customer experience.

Qualifications

• Strong customer-centric mindset with problem-solving focus.
• Experience in a customer support or service environment (SaaS preferred).
• Excellent verbal and written communication skills.
• Patience, active listening, and de-escalation ability.
• Comfort with SLAs, processes, and support tools.
• Ability to multitask and work across teams.
• Experience troubleshooting web applications.
• Basic understanding of network diagnostics and web tech.

Responsibilities

• Develop strong understanding of Galaxy’s product suite and technologies.
• Provide phone and written support to customers, resolving issues of varying complexity.
• Diagnose problems using tools like developer consoles, network diagnostics, and logs.
• Assess case severity and escalate when needed.
• Ensure high customer satisfaction by prompt, clear communication and SLA adherence.
• Follow established workflows for case handling.
• Contribute to internal knowledge by documenting solutions.
• Manage customer issues via phone and web support channels.

Skills

Customer-centric mindset

SaaS support experience

Excellent communication

Troubleshooting

Multi-channel support

SLAs & processes

Team collaboration

Web app troubleshooting

Network diagnostics familiarity

Tools

Fiddler

Browser developer tools

Log analysis

Salesforce

CRM systems

Job description

We're looking for a Product Support Engineer

Product Support Engineer

Hybrid,Krakow Office

The Product Support Engineer provides frontline technical and functional support for Cornerstone’s solutions. You’ll combine problem-solving, communication, and customer empathy to deliver an outstanding support experience across multiple channels. You are energized by troubleshooting, passionate about helping people, and comfortable learning complex SaaS applications. As a key member of our Support team, you will advocate for customers while ensuring expectations and SLAs are consistently met. This role supports customers through a variety of channels, including phone and Salesforce cases.

In this role you will...

• Develop a strong understanding of Galaxy’s product suite and underlying technologies.
• Provide phone and written support to customers, resolving technical and functional issues of varied complexity.
• Diagnose and troubleshoot problems using tools such as developer consoles, network diagnostics, and log analysis.
• Assess case severity and business impact, escalating appropriately when needed.
• Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations.
• Follow established workflows and guidelines for case handling.
• Contribute to internal knowledge by documenting solutions and sharing insights with peers.
• Manage and resolve customer issues via both synchronous (phone) and asynchronous (web support) channels.

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

• A strong customer-centric mindset with a passion for solving problems.
• Experience in a customer support or service environment (ideally SaaS).
• Excellent verbal and written communication skills.
• Patience, active listening, and the ability to de-escalate challenging situations.
• Strong organizational skills and comfort working with SLAs, processes, and support tools.
• Ability to multitask and remain effective under pressure.
• The confidence to influence and collaborate effectively across teams.
• Experience troubleshooting web applications.
• Basic technical understanding of:
  Network diagnostics (e.g., Fiddler, browser developer tools),
  Web technologies (HTTP, cookies, basic API concepts)
• About 1 year of experience in Customer Support, ideally with HRIS, CRM, or other cloud-based systems.

Extra dose of awesomeness if you have...

• Prior technical support experience in a SaaS environment.
• Familiarity with logs, APIs, and debugging tools.
• A natural curiosity and drive to understand how complex systems work.

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 79200 - 126700 PLN.

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