Advanced Technical Support Engineer

We're looking for a Advanced Technical Support Engineer This role is Remote, Poland

The Advanced Support Specialist, also serving as a Dedicated Support Advocate (DSA), is an essential member of our customer-centric team, dedicated to delivering exceptional support and fostering strong relationships with our clients. This role requires a genuine enthusiasm for helping customers, a passion for problem-solving, and exemplary communication skills, making it ideal for individuals who thrive in customer engagement rather than purely technical environments.

In this role you will...

Customer Engagement and Communication

• Serve as the primary advocate for clients, establishing trust and rapport as the single point of contact for all support needs.
• Proactively communicate with customers to understand their unique business requirements, guiding them in maximizing the value of their Cornerstone solutions.
• Conduct regular calls and meetings to align on priorities, provide updates, and gather feedback to improve service levels and customer satisfaction.
• Clearly articulate issues and solutions to customers in a manner that is easy to understand, ensuring that they feel heard and valued throughout the resolution process.
  
  

Case Management

• Own all customer issues with a focus on resolution, maintaining a high level of responsiveness and dedication to customer expectations.
• Monitor and triage incoming cases, prioritizing them based on their business impact and ensuring timely follow-ups.
• Collaborate with various internal teams to facilitate the resolution of complex issues while keeping customers informed and updated throughout the process.
  
  

Process Improvement / Knowledge Building

• Maintain a deep understanding of both product features and customer configurations to enable faster issue resolution and enhance service delivery.
• Identify trends in customer feedback and case submissions, using these insights to inform training opportunities and best practices that can be shared across the team.
  
  

You’ve Got What It Takes If You Have

• Proven experience in customer service or support, with a strong focus on relationship building and communication, ideally within a SaaS or cloud solutions environment (HRIS, CRM).
• Outstanding verbal and written communication skills, with the ability to convey complex information in a clear and engaging manner.
• Demonstrated ability to build and maintain constructive relationships with clients, stakeholders, and internal teams.
• A proactive mindset that emphasizes the prevention of issues through understanding client needs and fostering collaboration.
• A relevant University Degree in a field such as Business, Communication, or Computer Science is preferred.
• Commitment to fostering inclusivity and diversity within the workplace.
• Fluency in English; additional languages are a plus.
• Exhibit a customer-centric mindset that prioritizes engagement and building lasting relationships over purely technical responsibilities.
• Foster positive customer experiences by consistently exceeding expectations and addressing their needs before they escalate.
• Ensure continuous communication and follow-up with clients to promote satisfaction and drive product adoption through education.
• Maintain a track record of minimal escalations by proactively addressing client concerns and being responsive to their requests.
  
  

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: 96200 - 153900 PLN.

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