Customer Support Engineer (Japanese Speaker)

OneStream

1d•Remote

About The Position

We are looking for a Customer Support Engineer to join our APAC Customer Support team. This individual will be responsible for working with our external customers to provide them with overall product/environmental support and resolve any technical issues that may arise. The ideal candidate will be passionate about working with customers, providing exceptional customer service, committing to maintaining our internal & external knowledgebase, and helping enable the success of their teammates. The position is a remote, home-based role located in Singapore. The successful candidate must be fluent in both Japanese and English, with strong written and verbal communication skills, to support customers across the APAC region.

Requirements

Fluency in Japanese and English (written and verbal)
College diploma or bachelor’s degree in a technology or finance-related field (or equivalent work experience).
2+ years Software Application troubleshooting experience.
Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, Microsoft Azure or other Cloud Hosting).
Understand the monitoring of customer environments through Azure alerts and other SIEM solutions.
Prior experience of supporting, using, or managing support for financial/CPM applications.

Nice To Haves

Experience solving financial-driven support issues.
Prior experience and/or certification with any of the following products: Experience with PowerShell, VB.net or Visual Basic.
Any object-oriented programming.
Microsoft Certifications (Windows , SQL Server ,Azure, Office-Excel).

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.
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.