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.