Customer Support Engineer

OneStream Software•,

6d•$75,000 - $95,000•Remote

About The Position

We are looking for a Customer Support Engineer to join our Technical Pillar 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. Successful candidates must be available to work either Eastern Time (8:00 AM – 5:00 PM) or Central Time (8:00 AM – 5:00 PM) hours, depending on team needs.

Requirements

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.

Nice To Haves

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.

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.