The pods technical authority: no queue by design you go where the pod is stuck.
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.
What You Will Own
- Run the distress model: pull the hardest oldest and riskiest cases proactively nothing is assigned to you; you claim what matters most.
- Serve as the pods defect authority: validate root causes partner with Engineering on the OneList and stand behind every repro your pod submits.
- Own knowledge architecture: KB coverage for your product area certification content input deep-dive sessions for the pod.
- Mentor L2s toward mastery; read the pods quality signals in Level AI and aim coaching where cases score poorly.
- Advise DEEP on escalated cases from your product area the Escalation Manager owns the case; you own the truth of the fix.
- Report directly to the Pod Director as the technical conscience of the pod.
What You Bring
- 3 years deep product expertise; recognized go-to status in your product family.
- Expert-tier certification within 90 days; breadth across adjacent modules.
- Root-cause rigor you distinguish symptom from cause and prove it.
- Generosity with knowledge; authority without ego.
GATES:
90-day Expert certification pod aging/backlog health defect-validation quality mentoring impact.
IN YOUR CORNER Connect Live Advocate Relentless Earned Resolution every customer leaves knowing Cornerstone Support is in their corner.
#LI-Onsite
Our Culture:
Spark Greatness. Shatter Boundaries. Share Success. Are you ready Because here right now is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone anywhere to learn grow and advance. To be better tomorrow than they are today.
Who We Are:
At Cornerstone we believe in AI that works in the service of people amplifying their judgment to drive high-performing future-ready organizations forward. Cornerstone Workforce AI the intelligence platform for workforce readiness brings together workforce and labor market data into a proprietary Cornerstone People Graph translating signals into intelligence targeting learning where it matters developing critical skills and surfacing hidden talent. Delivered as an open enterprise platform across whatever application your people work in every day Cornerstone Workforce AI is built for scale security and trust with certified AI guardrails. As an industry leader Cornerstone is helping approximately 7000 organizations 140M users across 186 countries build continuous workforce readiness.
Check us out on LinkedIn Comparably Glassdoor and Facebook!
Required Experience:
Staff IC
📌 Principal Support Engineer (Pune)
🏢 Cornerstone OnDemand
📍 Pune
Reply to this offer
Impress this employer describing Your skills and abilities, fill out the form below and leave Your personal touch in the presentation letter.