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cyberu

Advanced Technical Support Engineer

cyberu Krakow, Lesser Poland Voivodeship, Poland · PLN 115K–PLN 184K/yr

E-Learning Providers · 11-50 employees

Oct 15
support-engineer Mid (2-5 yrs) Full-time Poland
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About the role

The role involves managing complex technical cases end-to-end and providing expert support to high-value enterprise clients. You will also mentor junior team members and utilize AI tools to improve resolution efficiency and knowledge sharing.

What they look for

Technical support Troubleshooting API integration Data analysis SSO Programming Relational databases Non-relational databases HTML XML Network diagnostics Fiddler Chrome developer tools Firefox developer tools Customer management Mentoring

Requirements

Candidates must have at least 3 years of technical support experience with proficiency in APIs, logs, and data flows. Strong communication skills and the ability to troubleshoot complex technical issues are essential for this position.

Benefits

Annual bonuses Short-term awards Program-specific awards Comprehensive benefit offering

Full description

We're looking for a Advanced Technical Support Engineer

This role is Hybrid, Krakow OfficeThe Dedicated Support Advocate (DSA) is a member of an elite support team delivering world-class, proactive service for our highest-value enterprise clients across EMEA. Acting as a trusted technical partner, they combine deep platform expertise with exceptional client management to drive system stability and customer success. Our DSAs are strong communicators who bridge complex technical details with strategic business needs, maintaining close client relationships while advocating for their customers across the global organization.

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 sessions that replace CSM coaching with certified product expertise.
  • Take escalated Live Chat and voice - real-time expertise when the customer’s 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 (‘I’ve got it’).
  • Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.

You’ve got what it takes if you have…

  • 3+ years technical support with real troubleshooting depth - logs, APIs, SSO, integrations, data flows.
  • Pod Specialist certification within 45 days; multi-product breadth valued.
  • Teaching instinct: you make customers and L1s smarter in every interaction.
  • Composure in escalated moments; documentation discipline that makes handoffs invisible.
  • Experience with programming languages, relational and non-relational databases, HTML/content development
  • Ability to read through XML script/config files
  • Experience in network diagnostic tools like Fiddler or Chrome/Firefox developer tools is nice to have

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.

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: 114800 - 183700 PLN.

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

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