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Cornerstone is seeking a Principal Support Engineer to serve as the technical authority and mentor within a customer support pod. This is a high-impact individual contributor role where you will proactively manage the most complex, high-risk customer cases—claiming ownership of what matters most rather than waiting for assignment.
Key responsibilities include:
• Proactively identify and own the hardest, oldest, and riskiest customer cases, driving resolution with urgency and rigor.
• Serve as the pod's defect authority: validate root causes, partner with Engineering on the OneList (defect tracking), and ensure every reproduction case submitted by the pod is accurate and well-documented.
• Own knowledge architecture for your product area: build and maintain KB coverage, contribute to certification content, and lead deep-dive training sessions for the pod.
• Mentor L2 support engineers toward mastery by reading quality signals in Level AI and coaching on cases that score poorly.
• Advise the Escalation Manager (DEEP) on escalated cases from your product area, serving as the technical truth-teller on fixes and root causes.
• Report directly to the Pod Director as the technical conscience of the support organization.
You will work within a customer support model that emphasizes proactive case ownership, root-cause rigor, and knowledge leadership. The role requires deep product expertise, mentoring capability, and the ability to distinguish symptoms from underlying causes.
REQUIREMENTS:
• 5+ years of deep product expertise in your product family; recognized as a go-to technical authority.
• Must achieve expert-tier certification within 90 days; breadth across adjacent modules required.
• Root-cause rigor: ability to distinguish symptom from cause and prove it through evidence.
• Generosity with knowledge and authority without ego; strong mentoring and communication skills.
