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. Responsibilities
In this role you will... Run the distress model: pull the hardest, oldest, and riskiest cases proactively — nothing is assigned to you; you claim what matters most. Serve as the pod’s defect authority: validate root causes, partner with Engineering on the OneList, and stand behind every repro your pod submits. Own knowledge architecture: KB coverage for your product area, certification content input, deep-dive sessions for the pod. Mentor L2s toward mastery; read the pod’s quality signals in Level AI and aim coaching where cases score poorly. Advise DEEP on escalated cases from your product area — the Escalation Manager owns the case; you own the truth of the fix. Report directly to the Pod Director as the technical conscience of the pod. Qualifications
You’ve got what it takes if you have... 5+ years deep product expertise; recognized go-to status in your product family. Expert-tier certification within 90 days; breadth across adjacent modules. Root-cause rigor — you distinguish symptom from cause and prove it. Generosity with knowledge; authority without ego.
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Advanced Technical Support Specialist - Poland in Kraków – pracodawca: EdCast
EdCast to firma, która wierzy, że ludzki potencjał rośnie wykładniczo, gdy sztuczna inteligencja działa na rzecz ludzi. Oferuje możliwości rozwoju zawodowego w dynamicznym środowisku, gdzie pracownicy mają szansę na zdobycie doświadczenia w zarządzaniu skomplikowanymi przypadkami oraz współpracy z zespołem inżynieryjnym. Pracownicy mogą liczyć na wsparcie w zakresie mentoringu oraz dostępu do wiedzy eksperckiej.
