The Product Support Engineer provides frontline technical and functional support for Cornerstone's solutions. You'll combine problem-solving, communication, and customer empathy to deliver an outstanding support experience across multiple channels.
You are energized by troubleshooting, passionate about helping people, and comfortable learning complex SaaS applications. As a key member of our Support team, you will advocate for customers while ensuring expectations and SLAs are consistently met.
This role supports customers through a variety of channels, including phone and Salesforce cases.
In this role you will...- Develop a strong understanding of Galaxy's product suite and underlying technologies.
- Provide phone and written support to customers, resolving technical and functional issues of varied complexity.
- Diagnose and troubleshoot problems using tools such as developer consoles, network diagnostics, and log analysis.
- Assess case severity and business impact, escalating appropriately when needed.
- Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations.
- Follow established workflows and guidelines for case handling.
- Contribute to internal knowledge by documenting solutions and sharing insights with peers.
- Manage and resolve customer issues via both synchronous (phone) and asynchronous (web support) channels.
You've got what it takes if you have...- A strong customer-centric mindset with a passion for solving problems.
- Experience in a customer support or service environment (ideally SaaS).
- Excellent verbal and written communication skills.
- Patience, active listening, and the ability to de-escalate challenging situations.
- Strong organizational skills and comfort working with SLAs, processes, and support tools.
- Ability to multitask and remain effective under pressure.
- The confidence to influence and collaborate effectively across teams.
- Experience troubleshooting web applications.
- Basic technical understanding of:
- Network diagnostics (e.g., Fiddler, browser developer tools)
- Web technologies (HTTP, cookies, basic API concepts)
- About 1 year of experience in Customer Support, ideally with HRIS, CRM, or other cloud-based systems.
Extra dose of awesomeness if you have...- Prior technical support experience in a SaaS environment.
- Familiarity with logs, APIs, and debugging tools.
- A natural curiosity and drive to understand how complex systems work.
