Customer Support Engineer

Social network you want to login/join with:

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.