Principal Support Engineer

MASTERY • THREE PER POD • REPORTS TO DIRECTOR

Level 3 Agent - Pod Expert

The pod's technical authority: no queue, by design - you go where the pod is stuck.

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.

What You Will Own

• 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.

• 3+ 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.