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.