We're looking for a
Senior Product Support Specialist

This role is Office Based, Pune Office

GCS – Sr. Product Support Engineer (Sr L1)

The Sr. Product Support Engineer is part of the Global Customer Support Team, responsible for providing support to clients on the Cornerstone OnDemand products. Senior Product Support Engineer works via telephone and electronic communication (CRM) with clients to acknowledge, analyse, and resolve complex application software related questions and issues encountered in applications. This position requires a hands-on individual, who can passionately and patiently educate our clients on, how our product is designed to work, and excels in problem solving skills, has eagerness to learn and brings customer centric mindset.

In this role you will

Provide day to day functional and technical software application support in a 24x7 setting to our clients including testing and troubleshooting as needed.

Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).





Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.

Gain and maintain deep technical expertise across Cornerstone OnDemand’s enterprise product suite to accurately respond to product behaviour questions and challenge.

Handle all types of customer and business situations: assessing severity, impact, and escalating to management when appropriate.

Active contribution towards Knowledge base and forums/channels.

Mentor, coach and/or train support engineers as part of knowledge transfer process.

Consistently deliver aligning with set goals and beyond

Collaborate with team members from all around the world.

Consideration of privacy and security obligation.

You've got what it takes if you have

Bachelor’s degree in computer science or equivalent with 3+ years of technical support

📌 Senior Product Support Specialist (Pune)
🏢 Cornerstone OnDemand
📍 Pune