Advanced Technical Support Engineer

GCS Advance ProductSupport Engineer (L2)

The Advance ProductSupport Engineer is part of the Global Customer Support Team. Advanced Product SupportEngineer serve as product and technical expert providing advanced technicalsupport across Cornerstone OnDemands suite of enterprise applications. TheAdvanced Technical Support Engineer conducts thorough research and testing whenspecific product behaviours are challenged by clients and employeesarticulately explains designed behaviours acts as a champion for enhancementswhen appropriate mentors junior team members serves as a point of escalationand works closely with technology teams. They must also be able to communicateeffectively with clients and internal stakeholders to ensure that CornerstoneOnDemand fulfils its commitment to providing world-class support and service. Thisposition requires a hands-on individual who can passionately and patientlyeducate our clients on how our product is designed to work and excels in problemsolving skills has eagerness to learn and brings customer centric mindset.

In this role you will

• Own complex cases end-to-end: integrations APIs data issues multi-module configuration to Earned Resolution not ticket closure.
• Deliver Pro Desk as the primary expert: scheduled 1:1 session that replace CSM coaching with certified product expertise.
• Take escalated Live Chat and voice real-time expertise when the customers business is stuck.
• Reproduce and evidence defects: clean repro steps logs and breadth data that feed EIM scoring and the OneList.
• Mentor L1s daily the 15-minute rule works because someone answers; claim hard cases at the line-up (Ive got it).
• Work AI-in-the-loop as default: copilot research drafted responses reviewed knowledge gaps closed.
• Pod Specialist certification within 45 days; multi-product breadth valued.

Youve got what it takes if you have

• 3 years technical support with real troubleshooting depth logs APIs SSO integrations data flows.
• Experience troubleshooting SSO authentication user provisioning and identity management solutions.
• Working knowledge of SAML OAuth SCIM OpenID Connect and identity providers such as Microsoft Entra ID Okta or similar platforms.
• Hands-on experience troubleshooting REST APIs web services webhooks connectors and integration workflows.
• Ability to analyze logs audit records browser traces and API responses to isolate and resolve technical issues.
• Experience supporting HRIS HCM LMS ERP Talent Management or related enterprise applications and integrations.
• Knowledge of FTP/SFTP data feeds synchronization processes and integration monitoring.
• Experience working with log analysis tools such as Splunk or equivalent platforms.
• Ability to independently diagnose complex customer issues and drive resolution across multiple systems and stakeholders.
• Teaching instinct: you make customers and L1s smarter in every interaction.
• Composure in escalated moments; documentation discipline that makes handoffs invisible.

#LI-Onsite

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.

What We Do:

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 7000 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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Required Experience:

IC