Advanced Technical Support Engineer - APJ, EMEA & AMER Shift

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This role is Office Based, Pune Office

Advanced Product Support Engineer | Pune

| APJ, EMEA & AMER Shift

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.
• At Cornerstone, we're passionate about
• helping organizations unlock the full potential of their people. Our customers
• rely on our technology to develop talent, build skills, and drive business
• success. Delivering exceptional customer experiences is at the heart of
• everything we do.
• Our Global Customer Support team plays a
• critical role in bringing that commitment to life. We are relentlessly
• customer-obsessed, focused not only on resolving issues but also on building
• trust, driving engagement, and ensuring customers realize the full value of
• their Cornerstone solutions. We believe every customer interaction is an
• opportunity to make a meaningful difference, strengthen relationships, and help
• our customers succeed.

We're looking for individuals who share

• our passion for delivering exceptional service, embrace innovation and
• AI-powered technology, and take pride in making every customer interaction
• count.

The Role

• As an Advanced Product Support
• Specialist (Level 3), you will serve as a technical authority within
• Cornerstone's Global Customer Support organization, providing deep product
• expertise to resolve our most complex technical challenges and improve the
• overall effectiveness of our support teams.
• Working in a collaborative, AI-enabled
• support environment, you will leverage advanced troubleshooting
• capabilities, AI-powered insights, and strong partnerships with Engineering and
• Product teams to identify root causes, resolve critical issues, and proactively
• address emerging customer challenges. Rather than managing a traditional case
• queue, you will focus on the most complex, high-risk, and aging cases where
• your expertise can make the greatest impact.
• You will also play a critical role in
• developing technical capabilities across the team, strengthening product
• knowledge, and ensuring our customers receive exceptional support that builds
• confidence, drives engagement, and maximizes the value of their Cornerstone
• solutions.
• In This Role You Will...

Serve

• as the technical authority for your assigned product area, proactively
• identifying and taking ownership of the most complex, high-risk, and aging
• support cases to drive timely and effective resolution.

Lead

• advanced technical investigations, performing in-depth root-cause analysis
• to identify underlying product defects, configuration challenges, and
• integration issues.

Partner

• closely with Engineering and Product teams to validate defects, ensure
• accurate reproduction steps, and support prioritization and resolution
• through established defect management processes, including OneList.

Leverage

• AI-powered tools, customer sentiment insights, and support analytics to
• identify recurring issues, improve troubleshooting effectiveness, and
• proactively address opportunities to enhance the customer experience.

Own

• technical knowledge development for your product area, identifying
• knowledge base gaps, contributing to certification content, and leading
• technical deep-dive sessions to strengthen team capabilities.

Mentor

• and coach Level 2 support specialists, using case quality insights and
• Level AI performance data to identify development opportunities and
• improve technical problem-solving across the team.

Provide

• technical expertise on critical customer escalations, partnering with
• escalation management teams, including DEEP, to validate solutions and
• ensure accurate, effective resolution.

Partner

• directly with the Pod Director to identify technical risks, improve
• support processes, and strengthen overall pod performance, including case
• aging, backlog health, defect quality, and customer satisfaction.
• You've Got What It Takes If You...

Have

• 5+ years of experience in advanced technical support, SaaS product
• support, or a similar technical role, with deep expertise in complex
• enterprise software environments.

Possess

• advanced troubleshooting and root-cause analysis skills, with demonstrated
• experience resolving complex product, integration, configuration, and
• data-related challenges.

Are

• recognized as a trusted technical expert who can confidently diagnose
• complex issues, validate solutions, and guide others through challenging
• technical situations.

Have

• experience collaborating with Engineering and Product teams to investigate
• defects, document technical findings, and drive effective issue
• resolution.

Are

• comfortable leveraging AI-powered tools, support analytics, and customer
• sentiment data to identify trends, improve technical support quality, and
• drive operational improvements.

Demonstrate

• strong mentoring, communication, and knowledge-sharing skills, with the
• ability to develop technical capabilities across a team and influence
• others without direct authority.

Are

• proactive, collaborative, and customer-obsessed, with a strong sense of
• accountability and a commitment to delivering exceptional customer
• outcomes.

Are

• committed to completing required Expert-tier certification within your
• first 90 days, maintaining deep expertise in your primary product area,
• and expanding your knowledge across related Cornerstone solutions.

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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