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cyberu

Principal Support Engineer

cyberu pune, Maharashtra, India

E-Learning Providers · 11-50 employees

2 d ago
support-engineer Mid (2-5 yrs) Full-time India
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About the role

Proactively take ownership of the pod’s most difficult, oldest, and riskiest support cases, validate defects and root causes, and collaborate with Engineering on submitted reproductions. Maintain product-area knowledge resources and certification content, mentor and coach L2 agents, and advise on escalated cases while reporting to the Pod Director.

What they look for

Product Expertise Root-Cause Analysis Defect Validation Technical Troubleshooting Knowledge Management Mentoring Coaching Case Escalation Customer Support Cross-Functional Collaboration Quality Analysis Certification Development

Requirements

Requires at least three years of deep product expertise and recognized go-to status within a product family, with breadth across adjacent modules. Candidates should demonstrate rigorous root-cause analysis, earn Expert-tier certification within 90 days, and share knowledge generously while mentoring others.

Full description

We're looking for a Principal Support Engineer

This role is Office Based, Pune Office MASTERY · THREE PER POD · REPORTS TO DIRECTOR

Level 3 Agent — Pod Expert

The pod’s technical authority: no queue, by design — you go where the pod is stuck.

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

  • 3+ 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.

#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.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!

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