Product Support Engineer – Cornerstone OnDemand
The Product Support Engineer provides frontline technical and functional support for Cornerstone’s solutions. You’ll combine problem‑solving, communication, and customer empathy to deliver an outstanding support experience across multiple channels. This role supports customers through a variety of channels, including phone and Salesforce cases.
Responsibilities
- Develop a strong understanding of Cornerstone’s product suite and underlying technologies.
- Provide phone and written support to customers, resolving technical and functional issues of varied complexity.
- Diagnose and troubleshoot problems using tools such as developer consoles, network diagnostics, and log analysis.
- Assess case severity and business impact, escalating appropriately when needed.
- Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations.
- Follow established workflows and guidelines for case handling.
- Contribute to internal knowledge by documenting solutions and sharing insights with peers.
- Manage and resolve customer issues via both synchronous (phone) and asynchronous (web support) channels.
Qualifications
- A strong customer‑centric mindset with a passion for solving problems.
- Experience in a customer support or service environment (ideally SaaS).
- Excellent verbal and written communication skills.
- Patience, active listening, and the ability to de‑escalate challenging situations.
- Strong organizational skills and comfort working with SLAs, processes, and support tools.
- Ability to multitask and remain effective under pressure.
- The confidence to influence and collaborate effectively across teams.
- Experience troubleshooting web applications.
- Basic technical understanding of:
- Network diagnostics (e.g., Fiddler, browser developer tools)
- Web technologies (HTTP, cookies, basic API concepts)
- About 1 year of experience in Customer Support, ideally with HRIS, CRM, or other cloud‑based systems.
Extra Dose of Awesomeness If You Have…
- Prior technical support experience in a SaaS environment.
- Familiarity with logs, APIs, and debugging tools.
- A natural curiosity and drive to understand how complex systems work.
