Product Support Engineer

Namely; Mountain View (CA); On-site; USD 90,000 - 130,000; Full time

Job summary

Namely’s product support team seeks a Product Support Engineer to deliver frontline technical and functional assistance for Galaxy’s SaaS solutions. You will blend problem solving with clear communication to ensure timely, SLA‑driven outcomes across phone and Salesforce case channels.

Ideal candidates are customer‑focused, with 1 year in SaaS support, strong troubleshooting skills, and experience navigating web applications and network tools.

Qualifications

• 1 year of customer support experience, ideally SaaS.
• Experience supporting HRIS/CRM or cloud-based systems is a plus.
• Strong customer-centric mindset with problem-solving orientation.
• Excellent verbal and written communication skills.
• Ability to stay organized and meet SLAs while handling multiple cases.

Responsibilities

• Develop a strong understanding of Galaxy’s product suite and underlying technologies.
• Provide phone and written support to customers, resolving technical and functional issues of varied complexity.
• Diagnose and troubleshoot problems using tools such as developer consoles, network diagnostics, and log analysis.
• Assess case severity and business impact, escalating appropriately when needed.
• Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations.
• Follow established workflows and guidelines for case handling.
• Contribute to internal knowledge by documenting solutions and sharing insights with peers.
• Manage and resolve customer issues via both synchronous (phone) and asynchronous (web support) channels.

Skills

Customer focus

SaaS support

Verbal & written comms

De-escalation

Multi-tasking

Cross-team collaboration

Troubleshooting web apps

Tools

Fiddler

Browser dev tools

HTTP basics

Job description

The Product Support Engineer provides frontline technical and functional support for Cornerstone’s solutions. You’ll combine problem-solving, communication, and customer empathy to deliver an outstanding support experience across multiple channels. You are energized by troubleshooting, passionate about helping people, and comfortable learning complex SaaS applications. As a key member of our Support team, you will advocate for customers while ensuring expectations and SLAs are consistently met. This role supports customers through a variety of channels, including phone and Salesforce cases. In this role you will...

Responsibilities

• Develop a strong understanding of Galaxy’s product suite and underlying technologies.
• Provide phone and written support to customers, resolving technical and functional issues of varied complexity.
• Diagnose and troubleshoot problems using tools such as developer consoles, network diagnostics, and log analysis.
• Assess case severity and business impact, escalating appropriately when needed.
• Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations.
• Follow established workflows and guidelines for case handling.
• Contribute to internal knowledge by documenting solutions and sharing insights with peers.
• Manage and resolve customer issues via both synchronous (phone) and asynchronous (web support) channels.

Qualifications

• A strong customer‑centric mindset with a passion for solving problems.
• Experience in a customer support or service environment (ideally SaaS).
• Excellent verbal and written communication skills.
• Patience, active listening, and the ability to de‑escalate challenging situations.
• Strong organizational skills and comfort working with SLAs, processes, and support tools.
• Ability to multitask and remain effective under pressure.
• The confidence to influence and collaborate effectively across teams.
• Experience troubleshooting web applications.
• Basic technical understanding of: Network diagnostics (e.g., Fiddler, browser developer tools), Web technologies (HTTP, cookies, basic API concepts).
• About 1 year of experience in Customer Support, ideally with HRIS, CRM, or other cloud‑based systems.

Additional Experience

• Prior technical support experience in a SaaS environment.
• Familiarity with logs, APIs, and debugging tools.
• A natural curiosity and drive to understand how complex systems work.