Customer Support Engineer - Finance Software Applications

OneStream Software•,

6d•$85,000 - $105,000•Remote

About The Position

We are looking for a Customer Support Engineer to join our Application Customer Support team. This individual will be responsible for working with our external customers to provide them with overall product/software support and resolve any other technical issues that may arise. The ideal candidate will be passionate about working with customers and providing exceptional customer service and have some experience of working within a finance department or working with Corporate Performance Management or other Financial management software applications. This position supports customers operating in the Pacific Time zone, with standard business hours of 8:00 AM – 5:00 PM. PST. Successful candidates may reside anywhere in the United States, as long as they are committed to working these hours.

Requirements

College diploma or bachelor’s degree in a technology or finance-related field (or equivalent work experience).
Experience working with Software Applications.
3+ years Software Application troubleshooting experience.
Knowledge of Finance and Accounting practices and principles.

Nice To Haves

Experience solving Financial Management / financial-driven support issues.
Prior experience and/or certification with any of the following products: OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, SAP Outlooksoft BPC, SAP BOFC (Cartesis), IBM Cognos or other EPM solutions, Other proprietary software, especially financial related.
Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programming.
Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, VMware, and/or Hyper-V).
Microsoft Certifications (Windows , SQL Server ,Azure, Office-Excel).

Responsibilities

Respond to product-related customer issues and contact customers to triage problems.
Provide remote product support for OneStream customers and troubleshoot product configuration issues.
Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
Collaborate with other teams to help solve support problems, training problems, and other issues that may arise.
Submit software bugs to development teams.
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-training and putting an emphasis on resolving cases as quickly and effectively as possible.
Assist in developing innovative solutions and building strong relationships with customers.