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Job Title: Customer Support Engineer
We are seeking a Customer Support Engineer to join our team. This role involves working with external customers to provide product/software support and resolve technical issues. The ideal candidate is passionate about customer service and technical support.
Responsibilities:
* Respond to customer issues and triage problems.
* Provide remote support and troubleshoot configuration issues.
* Make changes to Azure environments, including configuration, database copies, VPN, VM resize, and database scaling.
* Research and resolve complex issues across product lines, ensuring policy compliance.
* Submit enhancement requests to development teams.
* Maintain and update technical knowledge base articles.
* Ensure positive interactions with customers, handling cases with urgency.
* Lead by example, promote teamwork, and resolve cases efficiently.
* Perform software installations and upgrades in virtualized environments.
* Build strong customer relationships.
Desired Skills and Experience:
Education and Certifications:
* College diploma or Bachelor’s Degree in a related field or equivalent experience.
* Microsoft and Cisco certifications are a plus.
Knowledge and Experience:
* 3-5+ years in software or in-app troubleshooting.
* Experience in Level 2 or 3 IT support environments.
* Supporting Windows environments, including Windows 10, Server, IIS, SQL Server, VMware, Hyper-V.
* Documenting best practices in an IT knowledge base.
* Supporting customer environments in Azure or similar VM environments.
Nice to Have:
* Experience with PowerShell, VB.net, or object-oriented programming.
* Knowledge of finance and accounting practices.
* Experience with financial support issues.
* Experience with products like OneStream, Oracle Hyperion, SAP, IBM Cognos, MSSQL, or Oracle SQL.
Personal Attributes:
* Detail-oriented, multi-tasker, flexible, team player.
* Legally authorized to work without sponsorship.
About Us:
OneStream is a software company providing an intelligent finance platform to enable confident decision-making, unifying data management, financial close, planning, reporting, analytics, and AI insights.
Why Join Us:
* Transparent company structure, salary, and benefits.
* Focus on customer success.
* Variety of projects.
* Strong culture and camaraderie.
* Training opportunities.
We value this critical hire and will carefully conduct the interview process. We appreciate your interest in OneStream Software.
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