Senior Product Support Pro: API & Data Escalations

EdCast; Kraków; On-site; PLN 60,000 - 90,000; Full time

Job summary

Cornerstone is seeking a seasoned Technical Support Specialist in Kraków to own complex cases end-to-end, including integrations, APIs, and data issues. You will deliver Pro Desk as the primary expert through scheduled 1:1 sessions and handle escalated Live Chat and voice with real-time expertise.

The role demands 3+ years of hands-on technical support, Pod Specialist certification within 45 days, and a teaching mindset to empower customers and L1s while maintaining meticulous documentation.

Qualifications

• 3+ years of technical support with real troubleshooting depth including logs, APIs, SSO, and integrations.
• Pod Specialist certification within 45 days.
• Teaching instinct to make customers and L1s smarter in every interaction.
• Composure in escalated moments and disciplined documentation for seamless handoffs.

Responsibilities

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration - to Earned Resolution, not ticket closure.
• Deliver Pro Desk as the primary expert: scheduled 1:1 sessions that replace CSM coaching with certified product expertise.
• Take escalated Live Chat and voice - real-time expertise when the customer’s business is stuck.
• Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.
• Mentor L1s daily - the 15-minute rule works because someone answers; claim hard cases at the line-up (‘I’ve got it’).
• Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.

Skills

Technical support

Troubleshooting

APIs

Logs

SSO

Integrations

Data flows

Job description

Cornerstone is seeking a seasoned Technical Support Specialist in Kraków to own complex cases end-to-end, including integrations, APIs, and data issues. You will deliver Pro Desk as the primary expert through scheduled 1:1 sessions and handle escalated Live Chat and voice with real-time expertise.

The role demands 3+ years of hands-on technical support, Pod Specialist certification within 45 days, and a teaching mindset to empower customers and L1s while maintaining meticulous documentation.