Product Support Engineer

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.