Principal Support Engineer

🇮🇳 Pune, Maharashtra 🕑 Full-Time 💰 TBD 💻 Customer Support 🗓️ November 9th, 2026

SaaS Customer Service Support

Edtech.com's Summary

Cornerstone OnDemand is hiring a Principal Support Engineer. As the most senior technical expert in a small team of customer support specialists known as a pod, the engineer has no assigned queue and instead goes where the team is stuck, claiming the hardest, oldest, and riskiest customer cases. The role also validates the root causes of product defects with Engineering, mentors Level 2 specialists, and reports directly to the pod’s director from the Pune office.

Highlights

Proactively pull the hardest, oldest, and riskiest support cases rather than waiting for assignments, claiming the ones that matter most to customers.
Act as the pod's defect authority by validating root causes, partnering with Engineering on tracked product defects, and standing behind every reproduction the pod submits.
Own knowledge architecture for the product area, including knowledge base coverage, input on certification content, and deep-dive sessions for the pod.
Mentor Level 2 specialists toward mastery, using the pod's quality scores in Level AI to aim coaching where cases score poorly.
Advise the escalation team on escalated cases from the product area, owning the technical truth of the fix while the Escalation Manager owns the case.
Bring 3+ years of deep product expertise and recognized go-to status in a product family, plus root-cause rigor that separates symptom from cause.
Earn Expert-tier certification within 90 days and build breadth across adjacent product modules, with success measured on pod backlog health, defect-validation quality, and mentoring impact.

Principal Support Engineer Full Description

MASTERY · THREE PER POD · REPORTS TO DIRECTOR

Level 3 Agent — Pod Expert

The pod’s technical authority: no queue, by design — you go where the pod is stuck.

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.

What You Will Own

Run the distress model: pull the hardest, oldest, and riskiest cases proactively — nothing is assigned to you; you claim what matters most.
Serve as the pod’s defect authority: validate root causes, partner with Engineering on the OneList, and stand behind every repro your pod submits.
Own knowledge architecture: KB coverage for your product area, certification content input, deep-dive sessions for the pod.
Mentor L2s toward mastery; read the pod’s quality signals in Level AI and aim coaching where cases score poorly.
Advise DEEP on escalated cases from your product area — the Escalation Manager owns the case; you own the truth of the fix.
Report directly to the Pod Director as the technical conscience of the pod.

What You Bring

3+ years deep product expertise; recognized go-to status in your product family.
Expert-tier certification within 90 days; breadth across adjacent modules.
Root-cause rigor — you distinguish symptom from cause and prove it.
Generosity with knowledge; authority without ego.

GATES: 90-day Expert certification · pod aging/backlog health · defect-validation quality · mentoring impact.

IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.

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