Senior Product Support Specialist

Responsibilities

• Provide functional and technical software application support in a 24x7 enterprise SaaS environment.
• Analyze and resolve complex application software issues via telephone and electronic communication (CRM).
• Ensure timely follow-up on assigned cases to meet Service Level Agreements (SLA) and maintain high customer satisfaction (CSAT).
• Prioritize high-impact cases and deliver time-bound resolutions in line with customer expectations.
• Maintain deep technical expertise across the enterprise product suite to accurately address product behavior questions.
• Contribute to the internal Knowledge Base and community forums.
• Mentor, coach, and train junior support engineers to facilitate knowledge transfer.

Requirements

• Bachelor’s degree in Computer Science or an equivalent field.
• 3+ years of technical support experience in a client-facing IT role.
• Proven experience in a B2B enterprise environment providing SaaS product offerings.
• Strong analytical and problem-solving skills with the ability to troubleshoot complex system workflows.
• Excellent written and verbal communication skills for documenting system behaviors and interacting with users.
• Ability to work in a 24x7 environment, including US shifts.

Preferred Qualifications

• Experience with cloud-based software ecosystems.
• Ability to distinguish between user error and actual system defects through deep technical investigation.
• Experience mentoring or leading junior team members in a support capacity.

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.