Customer Support Engineer (Technical Pillar)Location: Remote, USA
Employment Type: Full-Time
Benefits Offered: Vision, Medical, Life, Dental, 401K
Gross Annual Base Salary: USD 75,000 - 95,000
Additional variable compensation and benefits may apply. Total compensation is based on experience, skills, and location using objective, job-related criteria.
SummaryWe 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.
All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
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