The Product Support Engineer will play a critical role in providing technical assistance for Cornerstone s Support customer base. As a member of CSOD Global Customer Support, Support Engineers provide real-time technical support on Cornerstone Enterprise products through e-mail and phone interactions with customers and by using Cornerstone s internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products .
OPPORTUNITY HIGHLIGHTS:
- Develop a deep knowledge of Cornerstone s range of enterprise products
- Thorough understanding of assigned customer s products and business objectives
- Communicating with corporate customers via telephone, email, or other media as applicable, regarding technically complex problems identified in Cornerstone s software products, and maintaining effective customer relations
Escalate & facilitate top-priority, production-critical issues to the appropriate teams for resolution. - Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer s business impact.
- Resolve incidents and keep customers updated during the issue resolution process as per SLA s.
- Create, and publish, internal and customer-facing knowledge base documentation to enhance customer engagement with Cornerstone s self-service options.
- Serve as a customer advocate within Cornerstone organization.
- Ensure customers can execute their business objectives through use of our application.
SKILLS & QUALIFICATIONS:
- Knowledge of SQL programming (DML/DDL/joins).
- Should have hands-on experience in debugging web-based applications
- Exposure to tools like Fiddler, Wireshark, Browser based Developer Tools, Postman etc
- Knowledge of Webservices Technologies like REST API/SOAP/ODATA is added advantage
- Knowledge of Authentication Technologies like LDAP, SSO, OpenID, ADFS etc is added advantage
- Should have exposure in talking to client/end customers.
- Strong customer service focus, good problem-solving skills, and excellent communication skills.
- Excellent organizational skills with ability to grow and work in a team.
- Graduation in Engineering / Sciences.
- Minimum experience of 2-4 years, in application support is mandatory.
- Comfortable to work in EST OR PST Shift.
- Must be adaptable and have a strong disposition to learn in a fast-paced environment
