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Role Description

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.

Primary Duties and 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 with a strong understanding of technical troubleshooting methodologies.
• 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.

Qualifications

• 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).

Preferred Education and Experience

• 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 an IT knowledge base.
• Experience with PowerShell, VB.net, C# or Visual Basic. Any object-oriented programming 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.

Knowledge, Skills, and Abilities

• 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.

Travel

Regular travel is not expected for this position; however, travel may arise as necessary.

Benefits

• Vision, Medical, Life, Dental, 401K.
• Excellent Medical Plan.
• Dental & Vision Insurance.
• Life Insurance.
• Short & Long Term Disability.
• Vacation Time.
• Paid Holidays.
• Professional Development.
• Retirement Plan.