Customer Support Engineer (IT/Cloud)

OneStream Software is seeking a Customer Support Engineer to join their Technical Pillar Customer Support team. This role involves providing overall product and environmental support to external customers, resolving technical issues, and maintaining a knowledge base to enhance customer service and team success.

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 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

Requirements:

• 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)
• 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
• 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 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