[Remote] Customer Support Engineer

Note: The job is a remote job and is open to candidates in USA. OneStream Software is a company focused on transforming finance teams to drive business strategy through its enterprise finance platform. They are seeking a Customer Support Engineer to provide technical support to external customers, resolve issues, and maintain a knowledge base to enhance customer satisfaction.ResponsibilitiesRespond to customer issues and proactively contact customers to triage problemsProvide remote support for OneStream customersResearch, resolve and respond to complex issues. Strong understanding of technical troubleshootingAbility to communicate complex/technical concepts and provide thorough Root Cause Analysis findingsCollaborate with other teams to help solve support problems, training problems, and other issues that may ariseUpdate and maintain technical knowledge base articlesEnsure all interactions with OneStream customers are positive and handled with a high sense of urgencyLead by example and encourage information sharing, team-based resolution activity, cross-functional training & collaborationEmphasis on resolving cases as quickly & effectively as possibleAssist in developing innovative solutions and building strong relationships with customersSkillsCollege diploma or Bachelor's degree in a technology-related field or equivalent work experience2+ Years experience working in an IT helpdesk support role1+ 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 skillsCustomer/Client FocusProblem Solving/AnalysisOrganizational SkillsTechnical SkillsAnalytical SkillsHandling of critical escalationsSelf-starter & highly motivatedExperience with Configuring Identity Providers (IdP) (e.g. Microsoft Entra ID, Okta, PingFederate, or Active Directory)Experience with Microsoft Azure Cloud, SQL Server, IIS Web settingsExperience using AI tools (e.g. Copilot, ChatGPT)Experience in Linux environmentsExperience documenting best practices and procedures within a IT knowledge baseExperience with PowerShell, VB.net, C# or Visual Basic. Any object-oriented programing languagePrior experience with any of the following products: OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, IBM Cognos or other EPM database solutionsKubernetesServiceNow, Jira, ConfluenceExperience solving financial-driven support issuesBenefitsVisionMedicalLifeDental401KAdditional variable compensation and benefits may apply.Excellent Medical PlanDental & Vision InsuranceLife InsuranceShort & Long Term DisabilityVacation TimePaid HolidaysProfessional DevelopmentRetirement PlanCompany OverviewOneStream Software is an independent software company that develops a financial planning and analysis software. It was founded in 2012, and is headquartered in Rochester, Michigan, USA, with a workforce of 1001-5000 employees. Its website is https://www.onestream.com.