Advanced Technical Support Engineer

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. In this role you will... Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration — to Earned Resolution, not ticket closure.

Deliver Pro Desk as the primary expert: scheduled 1:1 sessions that replace CSM coaching with certified product expertise. Take escalated Live Chat and voice — real-time expertise when the customer’s business is stuck. Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.

Mentor L1s daily - the 15-minute rule works because someone answers; claim hard cases at the line-up (‘I’ve got it’). Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed. You’ve got what it takes if you have... 3+ years technical support with real troubleshooting depth — logs, APIs, SSO, integrations, data flows.

Pod Specialist certification within 45 days; multi-product breadth valued. Teaching instinct: you make customers and L1s smarter in every interaction. Composure in escalated moments; documentation discipline that makes handoffs invisible.