Senior Product Support Specialist - Poland

EdCast; Kraków; Sur place; PLN 60 000 - 90 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Technical support

Troubleshooting

APIs

Logs

SSO

Integrations

Data flows

Description du poste

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time. In this role you will...

• 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.

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

• 3+ years technical support with real troubleshooting depth - logs, APIs, SSO, integrations, data flows.
• Pod Specialist certification within 45 days; multi-product breadth valued.
• Teaching instinct: you make customers and L1s smarter in every interaction.
• Composure in escalated moments; documentation discipline that makes handoffs invisible.