Product Support Specialist

Role Overview

The Product Support Engineer is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support Engineer works via telephone and electronic communication (CRM) with clients to acknowledge, analyse, and resolve complex application software related questions and troubleshoot issues encountered in applications. 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

• Resolve how-do-I, configuration, and known-issue cases across every channel — web, Live Chat, phone — with the Agentforce copilot in the loop on every case.
• Hit the gates: expected throughput (ramp toward 2.8 cases/day) and positive customer sentiment, measured by Level AI iCSAT on 100% of interactions — not a sampled few.
• Live the 15-minute rule: stuck for 15, raise your hand — asking fast is a professional act, not a weakness. Offer live contact in the first touch (Connect Live); confirm resolution with the customer before closing (Earned Resolution).
• Escalate cleanly: complete notes, reproduction steps, customer context — the next person never re-asks the customer.
• Feed the knowledge loop: flag KB gaps and draft article stubs when you solve something undocumented.
• Pod Foundations certification within 30 days — the gate to the queue — and current at every release.

You've got what it takes if you have

• 2+ years customer-facing technical support or equivalent; genuine curiosity about how software works.
• Basic understanding of SaaS applications, web technologies, and client-server architecture.
• Familiarity with Single Sign-On (SSO), user provisioning, identity management, and authentication concepts.
• Exposure to REST APIs, JSON/XML, HTTP status codes, and API testing tools such as Postman or similar solutions.
• Ability to troubleshoot application access, authentication, configuration, and integration-related issues using documented processes.
• Exposure to browser developer tools, log analysis, and error investigation techniques.
• Understanding of file-based integrations, FTP/SFTP transfers, and data synchronization concepts is preferred.
• Strong analytical and problem-solving skills with the ability to collect diagnostic information and accurately document findings.
• Willingness to learn enterprise integrations, marketplace applications, email authentication technologies (SPF/DKIM), and migration-related support processes.
• Clear written and spoken communication; calm under load; empathy that survives a bad day.
• Fluency with modern tooling: Salesforce hygiene, AI-assisted research, Live Chat pace.