SaaS Product Support Engineer — Hybrid

Cornerstone Research

Kraków

Hybrid

PLN 79,000 - 127,000

Full time

14 days+

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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.