Senior Product Support Specialist - Poland

Cornerstone OnDemand; Polska; Hybrid; PLN 55,000 - 75,000; Full time

Job summary

Cornerstone OnDemand is seeking a seasoned Global Customer Support professional to own complex cases end-to-end—covering integrations, APIs, data issues, and multi-module configuration.

You will deliver Pro Desk as the primary product expert, handle live chat and voice escalations in real time, mentor L1s, and work AI-in-the-loop to close knowledge gaps and improve resolution quality.

Qualifications

• 3+ years technical support with real troubleshooting depth, including logs, APIs and integrations.
• 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 for smooth handoffs.

Responsibilities

• Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration.
• Deliver Pro Desk as the primary expert: scheduled 1:1 sessions replacing coaching with 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, breadth data feeding scoring systems.
• Mentor L1s daily; respond quickly to line-ups with confident ownership.
• Work AI-in-the-loop as default: copilot research and drafted responses reviewed to close knowledge gaps.

Skills

Technical support

Troubleshooting depth

APIs

SSO

Integrations

Data flows

Teaching instinct

Escalation handling

Job description

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.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [e-mail]