Senior Product Support Specialist (Hybrid, Costa Rica)

About the role

Cornerstone, a global workforce AI platform used by about 7,000 organizations, is hiring a Senior Product Support Specialist (Level 2) for its Global Customer Support team in Costa Rica. The role is hybrid and involves resolving complex product issues and guiding customers through the Pro Desk, with the chance to mentor other support specialists.

Key responsibilities

• Resolve complex technical support cases involving integrations, APIs, data issues and multi-module configurations
• Deliver expert guidance through Pro Desk, running scheduled one-on-one customer sessions
• Provide advanced real-time support via escalated live chat and phone calls
• Use AI-powered tools and copilots to speed up research, troubleshooting and response drafting
• Investigate and reproduce product defects, documenting findings and logs to support engineering
• Mentor Level 1 specialists and escalate complex cases
• Work with Engineering, Product and internal support teams to fix recurring issues and improve documentation

Required profile

• 3+ years of experience in technical support, SaaS product support or a similar technical customer-facing role
• Excellent written and verbal communication, able to explain complex technical concepts clearly
• Comfortable using AI tools, technical research platforms and case management systems
• Strong collaboration and mentoring skills, calm and solution-oriented during escalations
• Commitment to completing the Pod Specialist certification within the first 45 days and keeping it current

Required skills

• Troubleshooting with APIs, integrations, SSO, system logs and data flows
• Advanced software configuration