Product Support Specialist with English

The Product Support Engineer provides frontline technical and functional support for Cornerstone’s solutions. You’ll combine problem-solving, communication, and customer empathy to deliver an outstanding support experience across multiple channels. You are energized by troubleshooting, passionate about helping people, and comfortable learning complex SaaS applications. As a key member of our Support team, you will advocate for customers while ensuring expectations and SLAs are consistently met. This role supports customers through a variety of channels, including phone and Salesforce cases. In this role you will... •  Develop a strong understanding of Galaxy’s product suite and underlying technologies. • Provide phone and written support to customers, resolving technical and functional issues of varied complexity. • Diagnose and troubleshoot problems using tools such as developer consoles, network diagnostics, and log analysis. • Assess case severity and business impact, escalating appropriately when needed. • Ensure high customer satisfaction by responding promptly, communicating clearly, and meeting SLA expectations. • Follow established workflows and guidelines for case handling. • Contribute to internal knowledge by documenting solutions and sharing insights with peers. • Manage and resolve customer issues via both synchronous (phone) and asynchronous (web support) channels. You’ve got what it takes if you have… • A strong customer-centric mindset with a passion for solving problems. • Experience in a customer support or service environment (ideally SaaS). • Excellent verbal and written communication skills. • Patience, active listening, and the ability to de-escalate challenging situations. • Strong organizational skills and comfort working with SLAs, processes, and support tools. • Ability to multitask and remain effective under pressure. • The confidence to influence and collaborate effectively across teams. • Experience troubleshooting web applications. • Basic technical understanding of:• Network diagnostics (e.g., Fiddler, browser developer tools) • Web technologies (HTTP, cookies, basic API concepts) • About 1 year of experience in Customer Support, ideally with HRIS, CRM, or other cloud-based systems. Extra dose of awesomeness if you have... • Prior technical support experience in a SaaS environment. • Familiarity with logs, APIs, and debugging tools. • A natural curiosity and drive to understand how complex systems work.