Advanced Technical Support Specialist

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time. What You Will Own Run the distress model: pull the hardest, oldest, and riskiest cases proactively — nothing is assigned to you; you claim what matters most. Serve as the pod’s defect authority: validate root causes, partner with Engineering on the OneList, and stand behind every repro your pod submits. Own knowledge architecture: KB coverage for your product area, certification content input, deep-dive sessions for the pod. Mentor L2s toward mastery; read the pod’s quality signals in Level AI and aim coaching where cases score poorly. Advise DEEP on escalated cases from your product area — the Escalation Manager owns the case; you own the truth of the fix. Report directly to the Pod Director as the technical conscience of the pod. What You Bring 5+ years deep product expertise; recognized go-to status in your product family. Expert-tier certification within 90 days; breadth across adjacent modules. Root-cause rigor — you distinguish symptom from cause and prove it. Generosity with knowledge; authority without ego. GATES: 90-day Expert certification · pod aging/backlog health · defect-validation quality · mentoring impact. IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.