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Job Description: The Advanced Technical Support Specialist delivers world-class, elite-level support experiences to our largest enterprise customers. In addition to resolving the most critical and complex issues with Cornerstone products, this senior role is entrusted with proactively providing high-touch engagement, anticipating customer needs, and ensuring these strategic clients achieve maximum value. The Specialist demonstrates exceptional trustworthiness, collaboration, accountability, respect, and innovation, and mentors others across the Global Technical Support team. In this role you willu2026 u00b7 Provide proactive, high-touch technical support to larger enterprise customers, including regular scheduled check-ins, rapid priority responses, and personalized engagement. u00b7 Manage and resolve complex and critical technical issues, identifying and mitigating underlying causes to prevent future incidents. u00b7 Act as a dedicated point of contact for elite customers, developing deep knowledge of their environments, priorities, and use cases, and tailoring support accordingly. u00b7 Lead and participate in quarterly business reviews (QBRs), collaborating on customer success initiatives, KPI tracking, and service optimization strategies. u00b7 Research and replicate advanced configuration, compatibility, or product defect issues, documenting findings and driving resolution with limited oversight. u00b7 Facilitate real-time customer communications through calls, meetings, chat, and collaboration tools, ensuring stakeholder clarityu2014including C-level executives and engineering leaders. u00b7 Mentor, advise, and train other technical support team members, promoting knowledge dissemination and best practices. u00b7 Maintain an advanced understanding and serve as Subject Matter Expert for the Cornerstone product portfolio. u00b7 Author and maintain knowledge base articles; lead and support knowledge sharing initiatives. u00b7 Champion customer feedback, ensuring continuous improvement and implementation of relevant suggestions. u00b7 Communicate technical incidents in clear business terms, facilitating understanding and alignment across customer and internal teams. u00b7 Track and report on key performance indicators, including response times, resolution rates, customer satisfaction, and NPS for assigned enterprise accounts. Youu2019ve got what it takes if youu2019ve gotu2026 u00b7 Bacheloru2019s degree in computer science, information systems, or related field, or equivalent experience. u00b7 At least 5 yearsu2019 experience in a technical customer support role, with a minimum of 2 years supporting enterprise SaaS solutions, including LMS, HRIS, or LXP products. u00b7 Proven experience delivering high-touch, proactive support to large enterprise customers in a senior or lead capacity. u00b7 Expert written and verbal communication skills, with the ability to engage confidently with all levels of the organization. u00b7 Experience overseeing major enterprise incidents and providing escalation management in partnership with product, engineering, and account teams. u00b7 Exceptional organizational and multitasking skills; able to lead multiple engagements simultaneously for strategic accounts. u00b7 Customer-focused mindset with initiative and ownership, demonstrated ability to handle stressful situations calmly and professionally. u00b7 Skilled at facilitating large remote group conversations and translating technical topics for non-technical stakeholders.Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at