- 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.
- 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.
- Experience solving 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, or Visual Basic. Any object-oriented programing.
- Microsoft Certifications (Windows , SQL Server ,Azure, Office-Excel).
- Mandarin and/or Japanese language skills.
- Regular travel is not expected for this position; however, travel may arise as necessary.
- Technical capacity
- Problem Solving/Analysis
- Organizational Skills
- Customer/Client Focus
- Decision Making
- Initiative
- Strong communication skills
- Legally authorized to work for any company in the country where this position is located without sponsorship
- 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
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Description
ABOUT THE JOB
We are looking for a Customer Support Engineer to join our 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.
PRIMARY DUTIES AND RESPONSIBILITIES
QUALITIES OF A SUCCESSFUL CANDIDATE
REQUIRED EDUCATION AND EXPERIENCE
AND
OR
PREFERRED EDUCATION AND EXPERIENCE
TRAVEL
PERSONAL ATTRIBUTES
WHO WE ARE
OneStream is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.
OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. To learn more visit .
WHY JOIN THE ONESTREAM TEAM
