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EdCast (via Cornerstone) is hiring a Product Support Engineer to provide frontline technical and functional support for their Galaxy product suite. You'll be the first line of defense for customers, combining problem-solving, communication, and empathy to deliver outstanding support across phone and Salesforce cases.
In this role, you will develop a deep understanding of Galaxy's product suite and underlying technologies. You'll provide both phone and written support to customers, resolving technical and functional issues of varied complexity. You'll diagnose and troubleshoot problems using developer consoles, network diagnostics, and log analysis tools. You'll assess case severity and business impact, escalating appropriately when needed. You'll ensure high customer satisfaction by responding promptly, communicating clearly, and consistently meeting SLA expectations. You'll follow established workflows and guidelines for case handling, contribute to internal knowledge by documenting solutions and sharing insights with peers, and manage customer issues via both synchronous (phone) and asynchronous (web support) channels.
You're energized by troubleshooting, passionate about helping people, and comfortable learning complex SaaS applications. As a key member of the Support team, you'll advocate for customers while ensuring expectations and SLAs are consistently met.
REQUIREMENTS:
- Strong customer-centric mindset with passion for solving problems
- Experience in a customer support or service environment (ideally SaaS)
- Excellent verbal and written communication skills
- Patience, active listening, and 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
- 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)
- Approximately 1 year of experience in Customer Support, ideally with HRIS, CRM, or other cloud-based systems
PREFERRED:
- Prior technical support experience in a SaaS environment
- Familiarity with logs, APIs, and debugging tools
- Natural curiosity and drive to understand how complex systems work
