Senior Product Support Specialist - AI-Driven Pro Desk

Cornerstone OnDemand; Kraków; On-site; PLN 90,000 - 130,000; Full time

Job summary

Cornerstone OnDemand is seeking a skilled Global Customer Support professional in Poland to own complex cases, provide expert Pro Desk sessions, and handle escalations in real time. You will reproduce defects with clear steps, mentor L1 agents, and apply AI-assisted workflows to close knowledge gaps.

The role emphasizes deep troubleshooting, multi-product breadth, and a strong teaching mindset to improve customer outcomes across quick interactions.

Qualifications

• 3+ years of technical support with real troubleshooting depth (logs, APIs, SSO, integrations, data flows).
• Pod Specialist certification within 45 days; breadth across multiple products is valued.
• Teaching instinct: help customers and L1s learn and improve in every interaction.
• Composure in escalated moments; documentation discipline that makes handoffs seamless.

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

3+ years technical support

Pod Specialist certification

Teaching instinct

Escalation composure

Tools

APIs

SSO

Integrations

Job description

Cornerstone OnDemand is seeking a skilled Global Customer Support professional in Poland to own complex cases, provide expert Pro Desk sessions, and handle escalations in real time. You will reproduce defects with clear steps, mentor L1 agents, and apply AI-assisted workflows to close knowledge gaps.

The role emphasizes deep troubleshooting, multi-product breadth, and a strong teaching mindset to improve customer outcomes across quick interactions.