About this role
Senior Product Support Specialist
Heredia, Costa Rica
req11700
We're looking for a Senior Product Support Specialist This role is Hybrid, Costa Rica
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
- Own complex cases end-to-end: integrations, APIs, data issues, multi-module configuration — to Earned Resolution, not ticket closure.
- Deliver Pro Desk as the primary expert: scheduled 1:1 sessions that replace CSM coaching with certified product expertise.
- Take escalated Live Chat and voice — real-time expertise when the customer’s business is stuck.
- Reproduce and evidence defects: clean repro steps, logs, and breadth data that feed EIM scoring and the OneList.
- Mentor L1s daily — the 15-minute rule works because someone answers; claim hard cases at the line-up (‘I’ve got it’).
- Work AI-in-the-loop as default: copilot research, drafted responses reviewed, knowledge gaps closed.
What You Bring
- 3+ years technical support with real troubleshooting depth — logs, APIs, SSO, integrations, data flows.
- Pod Specialist certification within 45 days; multi-product breadth valued.
- Teaching instinct: you make customers and L1s smarter in every interaction.
- Composure in escalated moments; documentation discipline that makes handoffs invisible.
GATES: 45-day Specialist certification · throughput + iCSAT + Pro Desk session quality · path to L3 or TAM.
IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.
Our Growing Presence in Costa Rica
Cornerstone is excited to be building a new hub in Costa Rica as part of our continued investment in growing our global talent and capabilities. We are bringing together teams across a variety of functions, creating exciting opportunities for people to join us at the ground floor of this new chapter and help shape how we grow in the region.
We have invested in a new office in Costa Rica, with construction beginning soon, and we expect our presence and capabilities in the region to continue expanding over time. For those joining us now, this is a unique opportunity to help build something from the beginning, work alongside talented colleagues across Cornerstone globally, and be part of our longer-term growth in Costa Rica.
Employment Structure
As we establish our operations in Costa Rica and complete the process to operate under the country’s Free Trade Zone Regime, Cornerstone is partnering with Recluta, our local Employer of Record (EOR).
Our Culture
Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.
Who We Are:
At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.
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Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. We are proud to be an EOE Protected Veterans/Disability workplace and an affirmative action employer.