Customer Support Engineer

Mercy Corps; Manchester; On-site; GBP 30,000 - 45,000; Full time

Job summary

Mercy Corps seeks a Customer Support Engineer to enhance customer satisfaction by resolving technical issues and providing software support. Ideal candidates have a tech-related education, substantial troubleshooting experience, and a passion for customer service. This role involves direct interaction with customers, ensuring effective solutions in Azure and software configurations.

Benefits

Training opportunities

Transparency and strong culture

Engaging projects

Qualifications

• 3-5+ years in software or in-app troubleshooting.
• Experience in Level 2 or 3 IT support environments.
• Supporting Windows environments and customer environments in Azure.

Responsibilities

• Respond to product-related customer issues and triage problems.
• Provide remote support for OneStream customers and troubleshoot configuration issues.
• Perform customer software installations and upgrades in virtualized environments.

Skills

Customer service

Technical troubleshooting

Azure

SQL

VMware

Hyper-V

PowerShell

Education

College diploma or Bachelor's in a tech-related field

Tools

OneStream

Oracle Hyperion

SAP

IBM Cognos

Job description

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 product/software support and resolve technical issues. The ideal candidate will be passionate about customer service.

Responsibilities:

• Respond to product-related customer issues and triage problems.
• Provide remote support for OneStream customers, troubleshoot configuration issues.
• Perform changes to Customer Azure environments (Configuration, Database, VPN, VM Resize, DB Scaling).
• Research and resolve complex issues across product lines, ensuring policy compliance.
• Submit customer enhancement requests to development teams.
• Maintain technical knowledge base articles.
• Ensure positive interactions with customers, handle inquiries with urgency.
• Lead by example, promote information sharing and team resolution activities.
• Perform customer software installations and upgrades in virtualized environments.
• Build strong customer relationships.

Desired Skills and Experience:

Education and Certifications:

• College diploma or Bachelor's in a tech-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, SQL, VMware, Hyper-V, and supporting customer environments in Azure or VM environments.

Nice to Have:

• Experience with PowerShell, VB.net, object-oriented programming.
• Knowledge of finance and accounting practices.
• Experience with products like OneStream, Oracle Hyperion, SAP, IBM Cognos, MSSQL, Oracle SQL, Azure, AWS, VMWare, Hypervisor.

Personal Attributes:

• Detail-oriented, multi-tasker, flexible, team player.
• Legally authorized to work without sponsorship.

About Us:

OneStream provides an intelligent finance platform to enable confident decision-making, unifying data management, financial close, planning, reporting, analytics, and machine learning.

Why Join Us:

• Transparency, strong culture, diverse projects, training opportunities.

This is a critical hire with a thorough interview process. We respond to all inquiries. Thank you for your interest.

Note: If you are not a passport holder of the country where the vacancy is located, a work permit may be required. Applications should be made via the 'Apply now' button. No external website content or payment details should be provided.