Advanced Technical Support Specialist

We're looking for a

This role is Hybrid, Costa Rica

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 pod’s 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 pod’s 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

• 5+ 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.

Our Growing Presence in Costa Rica

Cornerstone is excited to be building a new hub in Costa Rica as part of our continued investment in growing our global talent and capabilities. We are bringing together teams across a variety of functions, creating exciting opportunities for people to join us at the ground floor of this new chapter and help shape how we grow in the region.

We have invested in a new office in Costa Rica, with construction beginning soon, and we expect our presence and capabilities in the region to continue expanding over time. For those joining us now, this is a unique opportunity to help build something from the beginning, work alongside talented colleagues across Cornerstone globally, and be part of our longer-term growth in Costa Rica.

Employment Structure

As we establish our operations in Costa Rica and complete the process to operate under the country’s Free Trade Zone Regime, Cornerstone is partnering with Recluta, our local Employer of Record (EOR).

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 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

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