Customer Support Engineer (IT/Cloud)

Customer Support Engineer (Technical Pillar)

Location:                         Remote, USA
Employment Type:       Full-Time
Compensation:             $75,000-$90,000 (Range applies to US candidates only) + Benefits/Variable Comp - Range may vary based on experience.
Benefits Offered:         Vision, Medical, Life, Dental, 401K

Summary
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. 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.
  

Required Education and Experience

• 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 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.
  

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.

Who We Are
OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.

Why Join The OneStream Team

• Transparency around corporate structure, salary, and benefits
• Core value of customer success
• Variety of project work (not industry-specific) 
• Strong culture and camaraderie
• Multiple training opportunities

Benefits at OneStream  
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

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

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

OneStream is an Equal Opportunity Employer.

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