Advanced Technical Support Specialist

Job Description:

The Advanced Technical Support Specialist delivers world-class, elite-level support experiences to our largest enterprise customers. In addition to resolving the most critical and complex issues with Cornerstone products, this senior role is entrusted with proactively providing high-touch engagement, anticipating customer needs, and ensuring these strategic clients achieve maximum value. The Specialist demonstrates exceptional trustworthiness, collaboration, accountability, respect, and innovation, and mentors others across the Global Technical Support team.

In this role you will…

· Provide proactive, high-touch technical support to larger enterprise customers, including regular scheduled check-ins, rapid priority responses, and personalized engagement.

· Manage and resolve complex and critical technical issues, identifying and mitigating underlying causes to prevent future incidents.

· Act as a dedicated point of contact for elite customers, developing deep knowledge of their environments, priorities, and use cases, and tailoring support accordingly.

· Lead and participate in quarterly business reviews (QBRs), collaborating on customer success initiatives, KPI tracking, and service optimization strategies.

· Research and replicate advanced configuration, compatibility, or product defect issues, documenting findings and driving resolution with limited oversight.

· Facilitate real-time customer communications through calls, meetings, chat, and collaboration tools, ensuring stakeholder clarity—including C-level executives and engineering leaders.

· Mentor, advise, and train other technical support team members, promoting knowledge dissemination and best practices.

· Maintain an advanced understanding and serve as Subject Matter Expert for the Cornerstone product portfolio.

· Author and maintain knowledge base articles; lead and support knowledge sharing initiatives.

· Champion customer feedback, ensuring continuous improvement and implementation of relevant suggestions.

· Communicate technical incidents in clear business terms, facilitating understanding and alignment across customer and internal teams.

· Track and report on key performance indicators, including response times, resolution rates, customer satisfaction, and NPS for assigned enterprise accounts.

You’ve got what it takes if you’ve got…

· Bachelor’s degree in computer science, information systems, or related field, or equivalent experience.

· At least 5 years’ experience in a technical customer support role, with a minimum of 2 years supporting enterprise SaaS solutions, including LMS, HRIS, or LXP products.

· Proven experience 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 engage confidently with all levels of the organization.

· Experience overseeing major enterprise incidents and providing escalation management in partnership with product, engineering, and account teams.

· Exceptional organizational and multitasking skills; able to lead multiple engagements simultaneously for strategic accounts.

· Customer-focused mindset with initiative and ownership, demonstrated ability to handle stressful situations calmly and professionally.

· Skilled at facilitating large remote group conversations and translating technical topics for non-technical stakeholders.

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

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 61800 - 98900 USD.

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Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at [email protected] or +1 855 454 8433.

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