Senior Advanced Technical Support Specialist

mitigating underlying causes to prevent future incidents.

• Act as a dedicated point of contact for elite customers, developing deep knowledge of their environments, priorities, and use cases, and tailoring support accordingly.

• Lead and participate in quarterly business reviews (QBRs), collaborating on customer success initiatives, KPI tracking, and service optimization strategies.

• Research and replicate advanced configuration, compatibility, or product defect issues, documenting findings and driving resolution with limited oversight.

• Facilitate real-time customer communications through calls, meetings, chat, and collaboration tools, ensuring stakeholder clarity-including C-level executives and engineering leaders.

• Mentor, advise, and train other technical support team members, promoting knowledge dissemination and best practices.

• Maintain an advanced understanding and serve as Subject Matter Expert for the Cornerstone product portfolio.

• Author and maintain knowledge base articles; lead and support knowledge sharing initiatives.

• Champion customer feedback, ensuring continuous improvement and implementation of relevant suggestions.

• Communicate technical incidents in clear business terms, facilitating understanding and alignment across customer and internal teams.

• Track and report on key performance indicators, including response times, resolution rates, customer satisfaction, and NPS for assigned enterprise accounts.

You've got what it takes if you've got...

• Bachelor's degree in computer science, information systems, or related field, or equivalent experience.
• At least 7 years' experience in a technical customer support role, with a minimum of 2 years supporting enterprise SaaS solutions, including LMS, HRIS, or LXP products.
• Proven experience delivering high-touch, proactive support to large enterprise customers in a senior or lead capacity.
• Expert written and verbal communication skills, with the ability to engage confidently with all levels of the organization.
• Experience overseeing major enterprise incidents and providing escalation management in partnership with product, engineering, and account teams.
• Exceptional organizational and multitasking skills; able to lead multiple engagements simultaneously for strategic accounts.
• Customer-focused mindset with initiative and ownership, demonstrated ability to handle stressful situations calmly and professionally.
• Skilled at facilitating large remote group conversations and translating technical topics for non-technical stakeholders.
• Protected-B Security clearance preferred but not required.