Senior Tech Support Specialist - Product Escalation Lead

Cornerstone OnDemand; Kraków; On-site; PLN 180,000 - 240,000; Full time

Job summary

Cornerstone OnDemand’s Global Customer Support group seeks a seasoned professional to proactively tackle the toughest, oldest, and riskiest cases. You will claim what matters most, validate root causes, and stand behind every repro your pod submits.

You’ll own knowledge architecture, maintain KB coverage for your product area, input certification content, and mentor L2 colleagues toward mastery. You’ll coordinate escalation decisions and report directly to the Pod Director as the technical

Qualifications

• 5+ years deep product expertise; recognized go-to status in your product family.
• Expert-tier certification within 90 days; breadth across adjacent modules.
• Root-cause rigor — you distinguish symptom from cause and prove it.
• Generosity with knowledge; authority without ego.

Responsibilities

• Run the distress model: pull the hardest, oldest, and riskiest cases proactively — nothing is assigned to you; you claim what matters most.
• Serve as the pod’s defect authority: validate root causes, partner with Engineering on the OneList, and stand behind every repro your pod submits.
• Own knowledge architecture: KB coverage for your product area, certification content input, deep‑dive sessions for the pod.
• Mentor L2s toward mastery; read the pod’s quality signals in Level AI and aim coaching where cases score poorly.
• Advise DEEP on escalated cases from your product area — the Escalation Manager owns the case; you own the truth of the fix.
• Report directly to the Pod Director as the technical conscience of the pod.

Skills

Deep product expertise

Root-cause rigor

Knowledge sharing

Mentor L2s

Job description

Cornerstone OnDemand’s Global Customer Support group seeks a seasoned professional to proactively tackle the toughest, oldest, and riskiest cases. You will claim what matters most, validate root causes, and stand behind every repro your pod submits.

You’ll own knowledge architecture, maintain KB coverage for your product area, input certification content, and mentor L2 colleagues toward mastery. You’ll coordinate escalation decisions and report directly to the Pod Director as the technical