[Remote] Customer Support Engineer
Note: The job is a remote job and is open to candidates in USA. OneStream Software is a company focused on transforming finance teams to drive business strategy through its enterprise finance platform. They are seeking a Customer Support Engineer to provide technical support to external customers, resolve issues, and maintain a knowledge base to enhance customer satisfaction.
Responsibilities
- Respond to customer issues and proactively contact customers to triage problems
- Provide remote support for OneStream customers
- Research, resolve and respond to complex issues. Strong understanding of technical troubleshooting
- Ability to communicate complex/technical concepts and provide thorough Root Cause Analysis findings
- Collaborate with other teams to help solve support problems, training problems, and other issues that may arise
- Update and maintain technical knowledge base articles
- Ensure all interactions with OneStream customers are positive and handled with a high sense of urgency
- Lead by example and encourage information sharing, team-based resolution activity, cross-functional training & collaboration
- Emphasis on resolving cases as quickly & effectively as possible
- Assist in developing innovative solutions and building strong relationships with customers
Skills
- College diploma or Bachelor's degree in a technology-related field or equivalent work experience
- 2+ Years experience working in an IT helpdesk support role
- 1+ Years experience in Windows Server Administration (e.g. security policies, windows updates, windows server roles)
- 1+ Years' experience in Cloud Platform Technologies (e.g. Azure, AWS)
- 1+ Years' experience in Network Configuration and Troubleshooting (e.g. DNS, IP routing, VPN's, Subnets)
- Strong verbal and written communication skills
- Customer/Client Focus
- Problem Solving/Analysis
- Organizational Skills
- Technical Skills
- Analytical Skills
- Handling of critical escalations
- Self-starter & highly motivated
- Experience with Configuring Identity Providers (IdP) (e.g. Microsoft Entra ID, Okta, PingFederate, or Active Directory)
- Experience with Microsoft Azure Cloud, SQL Server, IIS Web settings
- Experience using AI tools (e.g. Copilot, ChatGPT)
- Experience in Linux environments
- Experience documenting best practices and procedures within a IT knowledge base
- Experience with PowerShell, VB.net, C# or Visual Basic. Any object-oriented programing language
- Prior experience with any of the following products: OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, IBM Cognos or other EPM database solutions
- Kubernetes
- ServiceNow, Jira, Confluence
- Experience solving financial-driven support issues
Benefits
- Vision
- Medical
- Life
- Dental
- 401K
- Additional variable compensation and benefits may apply.
- Excellent Medical Plan
- Dental & Vision Insurance
- Life Insurance
- Short & Long Term Disability
- Vacation Time
- Paid Holidays
- Professional Development
- Retirement Plan
Company Overview