**Senior Product Support Specialist (L1) | Night Shift - US EST/+ PST | Pune** 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. 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 prospect to expand your technical expertise, mentor fellow support specialists, and play a key role in delivering exceptional customer outcomes. In this role you will + Ownand resolve complex technical support cases involving integrations, APIs,data issues, and multi-module configurations, ensuring effectiveresolution and customer satisfaction. + Deliverexpert guidance through Pro Desk, leading scheduled one-on-one customersessions to troubleshoot challenges, share product expertise, and helpcustomers maximize the value of their solutions. + Provideadvanced real-time support through escalated live chat and phoneinteractions, resolving critical issues with urgency, professionalism, anda customer-first mindset. + LeverageAI-powered tools and copilots to accelerate technical research, improvetroubleshooting, draft and validate customer responses, and deliverefficient, high-quality support. + Investigateand reproduce complex product defects, documenting technical findings,logs, reproduction steps, and customer impact to support engineeringprioritization and resolution. + Mentorand support Level 1 specialists by sharing technical knowledge, providingtimely escalation assistance, and taking ownership of complex cases whenneeded. + Collaboratewith Engineering, Product, and internal support teams to resolve recurringtechnical issues, identify knowledge gaps, and improve support processesand documentation. + Meetestablished productivity, customer satisfaction, and Pro Desk sessionquality expectations while continuously building technical expertise andimproving the customer experience.



**You've Got What It Takes If You...** + Have3+ years of experience in technical support, SaaS product support, or asimilar technical customer-facing role, with demonstrated experienceresolving complex technical issues. + Possessstrong troubleshooting skills and hands-on experience working with APIs,integrations, SSO, system logs, data flows, and advanced softwareconfigurations. + Arepassionate about delivering exceptional customer experiences and helpingcustomers successfully adopt and maximize the value of technology. + Haveexcellent written and verbal communication skills, with the ability toexplain complex technical concepts clearly to customers and colleagues. + Arecomfortable leveraging AI-powered tools, technical research platforms, andcase management systems to improve troubleshooting efficiency and customeroutcomes. + Demonstratestrong collaboration and mentoring skills, with a willingness to shareknowledge and help develop less experienced support specialists. + Remaincalm and solution-oriented during complex escalations, with strongattention to detail and the ability to document technical findings andcustomer interactions thoroughly. + Arecommitted to completing required Pod Specialist certification within yourfirst 45 days, maintaining certification with product releases, andcontinuously expanding your expertise across multiple Cornerstoneproducts. #LI-Onsite Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected]

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