Advanced Technical Support Specialist

About the role

Cornerstone is hiring an Advanced Technical Support Specialist for its Global Customer Support team, working in a hybrid setup in Costa Rica. The role reports to the Pod Director and acts as the technical conscience of the pod, owning the hardest, oldest and riskiest cases and validating root causes with Engineering.

Key responsibilities

• Proactively run the distress model by taking the hardest, oldest and riskiest cases, since none are assigned to you.
• Act as the pod's defect authority: validate root causes, partner with Engineering on the OneList and back every repro submitted by the pod.
• Own the knowledge architecture for your product area, including KB coverage, certification content input and deep-dive sessions for the pod.
• Mentor L2s toward mastery, using quality signals in Level AI to coach cases that score poorly.
• Advise DEEP on escalated cases from your product area; the Escalation Manager owns the case while you own the truth of the fix.

Required profile

• 5+ years of deep product expertise, with recognized go-to status in your product family.
• Expert-tier certification within 90 days, with breadth across adjacent modules.
• Root-cause rigor: distinguishing symptom from cause and proving it.
• Generosity with knowledge and authority without ego.

The company is building a new Costa Rica hub and expects to invest in a new office there soon. It is partnering with Recluta, a local Employer of Record, to establish operations in Costa Rica.