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.

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.

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.