Advanced Technical Support Specialist at cyberu

📍 Job Overview

Job Title: Advanced Technical Support Specialist
Company: cyberu
Location: United States (Remote)
Job Type: Full-Time
Category: Technical Support & Customer Success
Date Posted: June 26, 2025
Experience Level: Mid-Senior level (5-10 years)
Remote Status: Remote (United States)

🚀 Role Summary

Serve as the primary point of contact for enterprise customers, providing world-class support and resolving critical issues with the Cornerstone product.
Leverage technical expertise and exceptional soft skills to understand customer needs and ensure they achieve maximum value from Cornerstone.
Collaborate with cross-functional teams to drive full resolution of cases and escalated cases with limited oversight.
Act as a mentor and advisor to other members of the Global Technical Support Team.

📝 Enhancement Note: This role requires a high level of technical proficiency, strong communication skills, and the ability to thrive in a fast-paced, dynamic environment. The ideal candidate will have a proven track record in technical customer support, preferably with enterprise SaaS solutions.

💻 Primary Responsibilities

Customer Support: Respond to customer cases in line with service level objectives, managing customer and internal communications both written and on calls.
Issue Resolution: Identify, resolve, and mitigate complex issues, approaching each case with a goal of optimizing Cornerstone product performance.
Research & Documentation: Research and replicate difficult configuration, compatibility, or product defect issues, documenting the results of investigations.
Mentoring & Knowledge Sharing: Act as a mentor to other team members, create knowledge articles, and lead knowledge sharing initiatives.
Incident Management: Lead major enterprise incidents/situations using escalation management guidelines to engage support, product managers, engineering teams, and other teams.

📝 Enhancement Note: This role requires a deep understanding of the Cornerstone product portfolio and the ability to communicate technical information proficiently with internal and external stakeholders, including C-level executives and engineering leaders.

🎓 Skills & Qualifications

Education: Bachelor's degree in computer science, information systems, or equivalent experience required. Experience supporting LMS, HRIS, LXP, etc. is a plus.

Experience: Minimum of 5 years' experience in a technical customer support role, preferably with enterprise SaaS solutions.

Required Skills:

Excellent written and verbal communication skills, with the ability to communicate technical concepts clearly and effectively.
Strong organizational skills and the ability to manage multiple tasks simultaneously.
Customer focus and ownership, with a proactive approach to work.
Ability to communicate confidently and clearly on conference calls, in meetings, and via email at all levels of the organization.
Ability to facilitate conversations with large groups of remote people and maintain calm during stressful situations.
Ability to translate technical incidents into business terms.

Preferred Skills:

Experience leading major enterprise incidents/situations using escalation management guidelines.
Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.
Consideration for privacy and security obligations.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $61,200 - $97,900 USD per year (based on the provided range and regional adjustments for the United States)

Benefits: (Not specified, but likely to include health insurance, retirement plans, and other standard benefits for full-time employees)

Working Hours: Full-time (40 hours/week), with flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: The provided salary range reflects the geographic differential based on the location of the position. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands.

🎯 Team & Company Context

🏢 Company Culture

Industry: Software as a Service (SaaS), focusing on learning and talent management solutions.

Company Size: Large (7,000+ organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy)

Founded: 1999 (as Saba Software, rebranded to Cornerstone OnDemand in 2011)

Team Structure:

Global Technical Support Team, with members specializing in various aspects of Cornerstone's product portfolio.
Cross-functional collaboration with design, marketing, and business teams.

Development Methodology:

Agile/Scrum methodologies and sprint planning for technical support and product development.
Code review, testing, and quality assurance practices.
Deployment strategies, CI/CD pipelines, and server management for maintaining optimal performance.

Company Website: cornerstoneondemand.com

📝 Enhancement Note: Cornerstone powers the potential of organizations and their people to thrive in a changing world. Their compensation strategy is based on equitable pay, market-driven research, and skill-based appraisals. They offer a comprehensive benefit offering and are dedicated to inspiring excellence and pushing boundaries in everything they do.

📈 Career & Growth Analysis

Technical Support Career Level: This role is at the mid-senior level, requiring a high degree of technical proficiency and experience in technical customer support. The Advanced Technical Support Specialist is responsible for resolving the most critical and complex issues with the Cornerstone product.

Reporting Structure: This role reports directly to the Manager, Technical Support, and may have supervisory responsibilities over other technical support specialists.

Technical Impact: The Advanced Technical Support Specialist has a significant impact on customer satisfaction, product adoption, and overall customer success. They drive full resolution of cases and escalated cases, ensuring that Cornerstone products are performing at an optimal level.

Growth Opportunities:

Growth opportunity 1: Mentor and train other technical support specialists, developing leadership skills and technical expertise.
Growth opportunity 2: Become a subject matter expert (SME) in specific areas of the Cornerstone product portfolio, driving innovation and improvement.
Growth opportunity 3: Transition into a technical support management role, overseeing a team of technical support specialists and driving strategic decision-making.

📝 Enhancement Note: Cornerstone offers a dynamic and collaborative work environment, with opportunities for professional growth and development. Their comprehensive compensation package includes an annual bonus, short- and long-term incentives, and a competitive benefits offering.

🌐 Work Environment

Office Type: Remote (United States), with the option to work from home or a co-working space.

Office Location(s): United States (remote work)

Workspace Context:

Remote work environment with flexible hours and the ability to work from anywhere in the United States.
Collaborative team environment with regular check-ins and team meetings.
Access to necessary tools and resources for remote work, including a laptop, software, and internet connectivity.

Work Schedule: Full-time (40 hours/week), with flexibility for deployment windows, maintenance, and project deadlines.

📝 Enhancement Note: Cornerstone's remote work environment offers a high degree of flexibility and autonomy, with the opportunity to work from anywhere in the United States. Their collaborative team culture fosters innovation, creativity, and continuous learning.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and cultural fit.
Technical Assessment: A hands-on assessment of technical skills, focusing on problem-solving, issue resolution, and communication.
Behavioral Interview: An in-depth discussion of past experiences, focusing on problem-solving, communication, and customer service skills.
Final Interview: A meeting with key stakeholders to discuss the role, company culture, and growth opportunities.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation:

Brush up on technical support skills, focusing on issue resolution, problem-solving, and communication.
Familiarize yourself with Cornerstone's product portfolio and understand the key features and benefits of their learning and talent management solutions.
Prepare for behavioral interview questions by reflecting on past experiences and developing examples of problem-solving, communication, and customer service skills.

ATS Keywords: (See the comprehensive list below)

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Technical Support Values:

Customer focus and ownership, with a proactive approach to work.
Strong organizational skills and the ability to manage multiple tasks simultaneously.
Excellent written and verbal communication skills, with the ability to communicate technical concepts clearly and effectively.
Ability to communicate confidently and clearly on conference calls, in meetings, and via email at all levels of the organization.
Ability to facilitate conversations with large groups of remote people and maintain calm during stressful situations.
Ability to translate technical incidents into business terms.

Collaboration Style:

Cross-functional integration between technical support, product management, engineering, and other teams.
Collaborative problem-solving and issue resolution, with a focus on driving full resolution of cases and escalated cases.
Knowledge sharing and mentoring, with a focus on developing technical expertise and driving innovation.

📝 Enhancement Note: Cornerstone's technical support team values collaboration, innovation, and continuous learning. They foster a culture of knowledge sharing and mentoring, driving technical expertise and driving innovation.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Resolving complex and critical issues with the Cornerstone product, requiring a high degree of technical proficiency and problem-solving skills.
Managing multiple tasks simultaneously, with a focus on driving full resolution of cases and escalated cases.
Communicating technical information proficiently with internal and external stakeholders, including C-level executives and engineering leaders.

Learning & Development Opportunities:

Growth opportunity 1: Mentor and train other technical support specialists, developing leadership skills and technical expertise.
Growth opportunity 2: Become a subject matter expert (SME) in specific areas of the Cornerstone product portfolio, driving innovation and improvement.
Growth opportunity 3: Transition into a technical support management role, overseeing a team of technical support specialists and driving strategic decision-making.

📝 Enhancement Note: Cornerstone's technical support team faces complex and challenging issues on a daily basis, requiring a high degree of technical proficiency and problem-solving skills. They offer a dynamic and collaborative work environment, with opportunities for professional growth and development.

💡 Interview Preparation

Technical Questions:

Problem-Solving: Describe a complex technical issue you've resolved in the past and how you approached it. What was the outcome, and what did you learn from the experience?
Communication: How do you communicate technical information to non-technical stakeholders? Provide an example from a previous role.
Customer Service: Describe a challenging customer interaction you've had in the past and how you handled it. What was the outcome, and what did you learn from the experience?

Company & Culture Questions:

Company Culture: How do you see yourself fitting into Cornerstone's company culture, and what do you think you can bring to the team?
Growth Opportunities: What are your long-term career goals, and how does this role fit into your plans? How do you see yourself growing within Cornerstone?

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Cornerstone's interview process focuses on assessing technical skills, problem-solving abilities, and cultural fit. They value candidates who can communicate effectively, think critically, and work collaboratively to drive full resolution of cases and escalated cases.

📌 Application Steps

To apply for this Advanced Technical Support Specialist position:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your technical support experience, problem-solving skills, and customer service abilities.
Prepare for the phone screen, technical assessment, behavioral interview, and final interview by reflecting on past experiences and developing examples of problem-solving, communication, and customer service skills.
Research Cornerstone's product portfolio, understanding the key features and benefits of their learning and talent management solutions.
Familiarize yourself with Cornerstone's company culture, values, and growth opportunities.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and technical support industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

ATS Keywords:

Programming Languages:

JavaScript (Node.js)
Python
SQL

Web Frameworks:

React
Angular
Vue.js

Server Technologies:

AWS (Amazon Web Services)
Microsoft Azure
Google Cloud Platform

Databases:

PostgreSQL
MySQL
MongoDB

Tools:

JIRA
Confluence
Git
GitHub
Docker
Kubernetes

Methodologies:

Agile/Scrum
Kanban
DevOps
ITIL (Information Technology Infrastructure Library)

Soft Skills:

Communication
Problem-Solving
Customer Service
Teamwork
Leadership
Mentoring
Training

Industry Terms:

SaaS (Software as a Service)
LMS (Learning Management System)
HRIS (Human Resources Information System)
LXP (Learning Experience Platform)
Customer Success
Technical Support
Incident Management
Escalation Management
Knowledge Management
Customer Relationship Management (CRM)
Customer Experience (CX)
User Experience (UX)
User Interface (UI)
Accessibility
Responsive Design
Performance Optimization
Scalability
Security
Privacy
Compliance
Diversity & Inclusion
Remote Work
Hybrid Work
On-Site Work
Work-Life Balance
Professional Development
Career Growth
Technical Leadership
Technical Mentoring
Technical Training
Technical Documentation
Technical Writing
Technical Editing
Technical Review
Technical Architecture
System Design
Database Design
API Design
RESTful Services
Microservices
Cloud Services
Infrastructure as Code (IaC)
Continuous Integration (CI)
Continuous Deployment (CD)
Continuous Delivery (CD)
DevSecOps
Site Reliability Engineering (SRE)
Information Security
Cybersecurity
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Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory Nut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pistachio)
Technical Support Specialist (Almond)
Technical Support Specialist (Cashew)
Technical Support Specialist (Macadamia)
Technical Support Specialist (Hazelnut)
Technical Support Specialist (Pecan)
Technical Support Specialist (Pine Nut)
Technical Support Specialist (Brazil Nut)
Technical Support Specialist (Macadamia Nut)
Technical Support Specialist (Walnut)
Technical Support Specialist (Hickory

Advanced Technical Support Specialist