Edtech.com's Summary

Cornerstone OnDemand is hiring a Senior Product Support Specialist | Hyderabad | EMEA & AMER Shift. As a Level 2 technical expert in the company’s Global Customer Support organization, the specialist resolves complex product issues involving integrations, APIs, data, and configurations for customers of its talent and skills software. The role also leads one-on-one troubleshooting sessions through the Pro Desk offering and mentors Level 1 support specialists, working in an AI-enabled support environment from the Hyderabad office.

Highlights

Own and resolve complex technical support cases involving integrations, APIs, data issues, and multi-module configurations through to customer satisfaction.
Lead scheduled one-on-one Pro Desk sessions where customers get personalized guidance on troubleshooting challenges and getting more value from their Cornerstone solutions.
Handle escalated live chat and phone interactions, resolving critical customer issues in real time.
Use AI-powered tools and copilots to speed up technical research, troubleshooting, and the drafting and validation of customer responses.
Investigate and reproduce complex product defects, documenting logs, reproduction steps, and customer impact so engineering can prioritize and fix them.
Mentor Level 1 specialists by sharing technical knowledge, assisting with escalations, and taking over complex cases when needed.
Work with Engineering, Product, and internal support teams to resolve recurring technical issues, close knowledge gaps, and improve support documentation.
Meet productivity, customer satisfaction, and Pro Desk session quality expectations while completing the required Pod Specialist certification within the first 45 days and keeping it current with product releases.
Bring 3+ years of technical support or SaaS product support experience, with hands-on troubleshooting of APIs, integrations, SSO, system logs, and data flows.
Communicate complex technical concepts clearly in writing and conversation, and stay calm and detail-oriented during escalations.

Senior Product Support Specialist | Hyderabad | EMEA & AMER Shift Full 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.

At Cornerstone, we're passionate about helping organizations unlock the full potential of their people. Our customers rely on our technology to develop talent, build skills, and drive business success. Delivering exceptional customer experiences is at the heart of everything we do.

Our Global Customer Support team plays a critical role in bringing that commitment to life. We are relentlessly customer-obsessed, focused not only on resolving issues but also on building trust, driving engagement, and ensuring customers realize the full value of their Cornerstone solutions. We believe every customer interaction is an opportunity to make a meaningful difference, strengthen relationships, and help our customers succeed.

We're looking for individuals who share our passion for delivering exceptional service, embrace innovation and AI-powered technology, and take pride in making every customer interaction count.

The Role

As a Senior Product Support Specialist (Level 2), you will serve as a technical expert within Cornerstone's Global Customer Support organization, resolving complex product challenges and delivering advanced guidance that helps customers maximize the value of their Cornerstone solutions.

Working in a collaborative, AI-enabled support environment, you will leverage AI-powered tools, deep technical expertise, and advanced troubleshooting capabilities to resolve complex issues involving integrations, APIs, data, and product configurations. You will also serve as a trusted expert through our Pro Desk offering, providing personalized guidance that strengthens customer confidence, drives product adoption, and improves the overall customer experience.

This role offers the opportunity to expand your technical expertise, mentor fellow support specialists, and play a key role in delivering exceptional customer outcomes.

In This Role You Will...

Own and resolve complex technical support cases involving integrations, APIs, data issues, and multi-module configurations, ensuring effective resolution and customer satisfaction.
Deliver expert guidance through Pro Desk, leading scheduled one-on-one customer sessions to troubleshoot challenges, share product expertise, and help customers maximize the value of their solutions.
Provide advanced real-time support through escalated live chat and phone interactions, resolving critical issues with urgency, professionalism, and a customer-first mindset.
Leverage AI-powered tools and copilots to accelerate technical research, improve troubleshooting, draft and validate customer responses, and deliver efficient, high-quality support.
Investigate and reproduce complex product defects, documenting technical findings, logs, reproduction steps, and customer impact to support engineering prioritization and resolution.
Mentor and support Level 1 specialists by sharing technical knowledge, providing timely escalation assistance, and taking ownership of complex cases when needed.
Collaborate with Engineering, Product, and internal support teams to resolve recurring technical issues, identify knowledge gaps, and improve support processes and documentation.
Meet established productivity, customer satisfaction, and Pro Desk session quality expectations while continuously building technical expertise and improving the customer experience.

You've Got What It Takes If You...

Have 3+ years of experience in technical support, SaaS product support, or a similar technical customer-facing role, with demonstrated experience resolving complex technical issues.
Possess strong troubleshooting skills and hands-on experience working with APIs, integrations, SSO, system logs, data flows, and advanced software configurations.
Are passionate about delivering exceptional customer experiences and helping customers successfully adopt and maximize the value of technology.
Have excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly to customers and colleagues.
Are comfortable leveraging AI-powered tools, technical research platforms, and case management systems to improve troubleshooting efficiency and customer outcomes.
Demonstrate strong collaboration and mentoring skills, with a willingness to share knowledge and help develop less experienced support specialists.
Remain calm and solution-oriented during complex escalations, with strong attention to detail and the ability to document technical findings and customer interactions thoroughly.
Are committed to completing required Pod Specialist certification within your first 45 days, maintaining certification with product releases, and continuously expanding your expertise across multiple Cornerstone products.

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Senior Product Support Specialist | Hyderabad | EMEA & AMER Shift

Edtech.com's Summary

Senior Product Support Specialist | Hyderabad | EMEA & AMER Shift Full Description

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