Senior Technical Support Engineer — AI-Driven Case Expert

Cornerstone OnDemand; Polska; Hybrid; PLN 120,000 - 180,000; Full time

Job summary

Cornerstone OnDemand Poland is seeking a seasoned Technical Support professional to own complex customer cases end-to-end, including integrations, APIs, and data flows. You will provide expert guidance on Pro Desk and handle real-time escalations via Live Chat and voice.

The role emphasizes mentoring L1 staff, contributing to AI-in-the-loop workflows, and maintaining thorough documentation to ensure seamless handoffs and high customer satisfaction.

Qualifications

• 3+ years of technical support with real troubleshooting depth (logs, APIs, SSO, 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 - 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

Integrations

Data flows

Tools

API tooling

Job description

Cornerstone OnDemand Poland is seeking a seasoned Technical Support professional to own complex customer cases end-to-end, including integrations, APIs, and data flows. You will provide expert guidance on Pro Desk and handle real-time escalations via Live Chat and voice.

The role emphasizes mentoring L1 staff, contributing to AI-in-the-loop workflows, and maintaining thorough documentation to ensure seamless handoffs and high customer satisfaction.