SaaS Product Support Engineer - Hybrid Krakow

Cornerstone OnDemand; Kraków; Hybrid; PLN 79,000 - 127,000; Full time

Job summary

Cornerstone OnDemand in Krakow is hiring a Product Support Engineer to provide frontline technical and functional support for Cornerstone Galaxy SaaS solutions. You will troubleshoot, communicate with customers, and ensure SLAs are met across phone and Salesforce cases.

This role emphasizes curiosity, problem-solving, and collaboration with cross-functional teams. You will grow product knowledge of Galaxy, document solutions, and contribute to knowledge base.

Qualifications

• 1 year of experience in customer support, ideally with HRIS or CRM.
• Experience with SaaS products and cloud-based systems.
• Strong written and verbal communication skills.
• Patience, active listening and the ability to de-escalate.
• Detail-oriented with SLAs and support tools.
• Ability to multitask and work under pressure.
• Willingness to collaborate across teams.

Responsibilities

• 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.

Skills

Customer-centric

Troubleshooting

Communication

Multitasking

Collaboration

SaaS experience

CRM

HRIS

Tools

CRM

HRIS

Job description

Cornerstone OnDemand in Krakow is hiring a Product Support Engineer to provide frontline technical and functional support for Cornerstone Galaxy SaaS solutions. You will troubleshoot, communicate with customers, and ensure SLAs are met across phone and Salesforce cases.

This role emphasizes curiosity, problem-solving, and collaboration with cross-functional teams. You will grow product knowledge of Galaxy, document solutions, and contribute to knowledge base.