Advanced Technical Support Engineer

We're looking for a
*Advanced Technical Support Engineer
This role is
Hybrid, Krakow Office*
The Advanced Support specialist is a member of a strong technical team delivering world-class support for some of our SaaS solutions.They should be motivated to help customers resolve issues and will use their problem-solving skills to ensure an outstanding customer experience. Our Support teams are strong communicators and will advocate for our customers whilst managing their expectations to ensure strict SLA's are met across the global customer base.

This Level 2 Support role will require analyzing and documenting defects with the Development team, and liaising with multiple internal teams to deliver fixes whilst maintaining direct engagement with the customer.

In this role you will….
Case Management

• Understand multiple products from our portfolio and demonstrate an ability to help customers find solutions to their issues
• Provide telephone and written support to customers, resolving technical and functional problems of varied complexity
• Troubleshoot using all available knowledge resources including log file analysis
• Replicate customer problems on test environments in order to isolate root cause and find a solution
• Ability to handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate
• Clearly articulate to customers and management a problem definition and a resolution plan
• Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLA's
• Allocate time to projects as required

Process Improvement / Knowledge Building

• Know and understand all processes
• Easily adjust to change in processes
• Build network of people to assist in processes
• Build deep understanding of at least one product to become an Expert
• Increase technical expertise via attending training sessions, reading technical documentation

You've got what it takes if you have / are…

• Highly committed individual with a background in a problem solving, customer service environment
• Highly organized with understanding of processes, SLA's and tools in product support
• Strong written and verbal communication skills with an ability to speak confidently and articulately customers
• Ability to listen effectively and show patience while working with customers
• Ability to multitask effectively and work well under pressure
• Ability to influence in order to build productive relationships across teams
• Ability to learn new technologies quickly
• Intermediate knowledge of Linux and Windows Operating Systems
• Experience with the technology stack (Java, Tomcat, Oracle)
• Experience supporting and troubleshooting web applications
• About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suits.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Consideration for privacy and security obligations
• Fluency in English. Additional languages will be appreciated

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: PLN.

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