Advanced Technical Support Engineer

Advanced Technical Support Engineer

Advanced Technical Support Engineer is part of the Global Customer Support Team. Advanced Product Support Engineer serve as product and technical expert providing advanced technical support across Cornerstone OnDemand’s suite of enterprise applications. The Advanced Technical Support Engineer conducts thorough research and testing when specific product behaviours are challenged by clients and employees, articulately explains designed behaviours, acts as a champion for enhancements when appropriate, mentors junior team members, serves as a point of escalation and works closely with technology teams. They must also be able to communicate effectively with clients and internal stakeholders to ensure that Cornerstone OnDemand fulfils its commitment to providing world-class support and service. This position requires a hands-on individual, who can passionately and patiently educate our clients on, how our product is designed to work, and excels in problem solving skills, has eagerness to learn and brings customer centric mindset.

In this role you will…

• Perform troubleshooting work using available knowledge resources.
• Replicate customer problems to isolate root cause and devise solution.
• Handle all types of customer and business situations: assessing severity and impact, escalating to management when appropriate.
• Clearly articulate to customers and CSOD management a problem definition and a resolution plan.
• Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).
• Partner with Cloud Operations and Engineering to solve system and software defects.
• Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.
• Gain and maintain deep technical expertise across Cornerstone OnDemand’s enterprise product suite to accurately respond to product behaviour questions and challenge.
• Active contribution towards Knowledge base and forums/channels.
• Mentor, coach and/or train frontline engineers (Tier 1) as part of knowledge transfer process.
• Regularly review product specs and participate in the testing of new features or code fixes and support the creation of accurate documentation for client us.
• Perform occasional after-hours/weekend on call duty periodically to support 24x7 operation.
• Consistently deliver aligning with set goals and beyond.
• Collaborate with team members from all around the world.
• Consideration of privacy and security obligation.

You've got what it takes if you have…

• Bachelor’s degree in computer science or equivalent with 5+ years of technical support experience client facing IT role in an enterprise-level (B2B) environment providing Software as a Service (SaaS) product offerings in the cloud.
• Ability to grasp complex, technical system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defect.
• Experience in network diagnostic tools like Fiddler or Chrome/Firefox developer tool.
• Highly organized with understanding of processes, SLA's and tools used in product support ecosystem.
• Ability to accurately document and concisely articulate system behaviours, issues, workflows and/or functionality for a variety of audiences ranging from basic users to technical team (Knowledge Base/Articles).
• Superior written and verbal communication skills.
• Customer centric mindset, with passion for helping customers and providing excellent customer service.
• Positive Attitude with ability to thinking out of the box.
• Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation.
• Strong analytical and problem-solving skills.
• Strong team player promoting and influencing positive team spirit towards inclusive success.
• Ability to mentor and coach new/junior team members.
• The role requires working in 24x7 environment (mostly US shifts).

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.

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