Cornerstone is hiring for the position of Advanced Technical Support Engineer in Pune, India. Candidates with a Bachelor’s/ Master’s Degree are eligible to apply for this position. The complete information, eligibility criteria, and requirements are provided below.
Job Description:
| Company Name | Cornerstone |
| Position | Advanced Technical Support Engineer |
| Qualification | Bachelor’s/ Master’s Degree |
| Experience | Experienced |
| Location | Pune, India |
Key Responsibilities:
- Manage complex customer cases end-to-end, including integrations, APIs, data-related issues, and multi-module configurations, ensuring complete issue resolution rather than merely closing support tickets.
- Deliver Pro Desk services as the primary product expert by conducting scheduled one-on-one sessions and providing specialized product guidance and support.
- Handle escalated live chat and voice support requests, providing real-time technical assistance to customers facing critical business challenges.
- Reproduce and document software defects by preparing clear reproduction steps, collecting logs, and gathering supporting data to facilitate defect analysis and prioritization.
- Provide daily mentorship and technical guidance to Level 1 (L1) support team members, assist with complex cases, and ensure timely resolution of escalated issues.
- Leverage AI-powered tools and copilots to support research, draft customer responses for review, and identify and address knowledge gaps.
- Obtain Pod Specialist certification within 45 days while developing expertise across multiple products and modules.
Eligibility Criteria:
- 3+ years of experience in technical support, with strong troubleshooting expertise in logs, APIs, single sign-on (SSO), integrations, and data flows.
- Hands-on experience troubleshooting SSO, authentication, user provisioning, and identity management solutions.
- Working knowledge of SAML, OAuth, SCIM, and OpenID Connect, along with identity providers such as Microsoft Entra ID, Okta, or similar platforms.
- Practical experience troubleshooting REST APIs, web services, webhooks, connectors, and integration workflows.
- Ability to analyze logs, audit records, browser traces, and API responses to identify, diagnose, and resolve technical issues.
- Experience supporting HRIS, HCM, LMS, ERP, Talent Management, or other enterprise applications and their integrations.
- Knowledge of FTP/SFTP, data feeds, data synchronization processes, and integration monitoring.
- Experience using log analysis tools such as Splunk or equivalent platforms.
- Ability to independently diagnose complex customer issues and drive resolutions across multiple systems and stakeholders.
- Strong mentoring and knowledge-sharing skills, with the ability to provide technical guidance to customers and Level 1 (L1) support teams.
- Ability to remain composed while handling escalated issues, with strong documentation skills to ensure seamless communication and handovers.
About Company:
Cornerstone powers the future ready workforce. With adaptive HR software designed to unite people, teams, technology, and business, our products inspire a work environment of growth, agility, and success for all. We built our AI-powered and skills-forward system for the contemporary workforce. Organizations that use Cornerstone modernize their learning and development experience, deliver the most relevant content from anywhere, accelerate talent and career mobility, and establish skills as the universal language of growth and success. Cornerstone serves over 7,000 customers and 100 million users and is available in 180 countries and 50 languages.
How To Apply?
- First, read through all of the job details on this page.
- Scroll down and press the Click Here button.
- To be redirected to the official website, click on the apply link.
- Fill the details with the information provided.
- Before submitting the application, cross-check the information you’ve provided.
