Advanced Technical Support Specialist

Responsibilities

• Provide proactive, high-touch technical support to large enterprise customers through regular check-ins and personalized engagement.
• Manage and resolve complex, critical technical issues, identifying root causes to prevent future incidents.
• Act as a dedicated point of contact for strategic clients, developing deep knowledge of their specific environments and use cases.
• Lead quarterly business reviews (QBRs) and collaborate on customer success initiatives and service optimization.
• Research and replicate advanced configuration or product defect issues, driving resolution with limited oversight.
• Facilitate real-time communication with stakeholders, including C-level executives and engineering leaders.
• Mentor and train other technical support team members to promote knowledge sharing and best practices.
• Author and maintain knowledge base articles and champion customer feedback for continuous product improvement.

Requirements

• Bachelor's degree in computer science, information systems, or a related field (or equivalent experience).
• At least 5 years of experience in a technical customer support role.
• Minimum of 2 years of experience supporting enterprise SaaS solutions, specifically with LMS, HRIS, or LXP products.
• Proven track record of delivering high-touch, proactive support to large enterprise customers in a senior or lead capacity.
• Expert written and verbal communication skills with the ability to translate technical topics for non-technical stakeholders.
• Experience managing major enterprise incidents and handling escalations in partnership with product and engineering teams.

About the Company

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Through Cornerstone Galaxy, our AI-powered workforce agility platform, we help over 7,000 organizations and 100 million users worldwide identify skills gaps, retain top talent, and provide multimodal learning experiences.