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Customer Support Engineer

EXTRA PARENTAL LEAVE
Remote: 
Full Remote
Contract: 
Experience: 
Senior (5-10 years)
Work from: 

Offer summary

Qualifications:

College diploma or Bachelor's Degree in technology-related field, 3-5+ years in Software/In-App troubleshooting, Experience in Level 2/Level 3 IT support, Knowledge of Microsoft Azure and VM environments, Microsoft and Cisco certifications preferred.

Key responsabilities:

  • Resolve customer product-related issues promptly
  • Provide remote support and troubleshoot configurations
  • Complete changes to Customer Azure environments
  • Research and resolve complex application issues
  • Maintain technical knowledge base articles
OneStream Software  logo
OneStream Software Computer Software / SaaS Scaleup https://onestreamsoftware.com/
1001 - 5000 Employees
See more OneStream Software offers

Job description

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Customer Support Engineer 

Location:                            Manchester, UK 

Employment Type:            Full-Time

 

ABOUT THE JOB

We are looking for a Technical Support Engineer to join our Customer Support team. This individual will be responsible for working with our external customers to provide them with overall product/software support and resolve any other technical issues that may arise. The ideal candidate will be passionate about working with customers and providing exceptional customer service. 

RESPONSIBILITIES:  

  • Respond to product related customer issues and contact customers to triage problems.
  • Provide remote product support for OneStream customers and troubleshoot product configuration issues.
  • Complete changes to Customer Azure environments (Configuration Changes, Database Copies, VPN, VM Resize, DB Scaling)
  • Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
  • Submit customer enhancement requests to software development teams.
  • 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 training and putting an emphasis on resolving cases as quickly and effectively as possible.
  • Perform customer software installations and upgrades, typically in virtualized environments.
  • Building strong relationships with customers.

 

DESIRED SKILLS AND EXPERIENCE

Formal Education and Certification

  • College diploma or Bachelor’s Degree in a technology-related field or equivalent work experience
  • Microsoft and Cisco Certifications are a plus

 

Knowledge and Experience

  • 3-5+ years Software and/or In-App troubleshooting experience
  • Experience in a Level 2 or Level 3 IT support environment
  • Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, VMware, and/or Hyper-V)
  • Experience documenting best practices and procedures in an IT knowledge base
  • Experience supporting customer environments within Microsoft Azure or other VM maintenance environment desirable

 

Nice to Have

  • Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programing
  • Knowledge of Finance and Accounting practices and principles
  • Experience solving financial-driven support issues
  • Prior experience with any of the following products:
    • OneStream
    • Oracle Hyperion HFM, FDM, Planning, Essbase
    • Blackline
    • SAP Outlooksoft BPC
    • SAP BOFC (Cartesis)
    • IBM Cognos or other EPM solutions
    • MSSQL or Oracle SQL developer

    • MS Azure | AWS | Vbox | VMWare | Hypervisor

 

Personal Attributes

  • Results-driven.
  • Detail-oriented.
  • Strong presentation skills.
  • Able to multi-task.
  • Flexible and adaptable.
  • Team player.
  • Legally authorized to work for any company in the country where this position is located without sponsorship.

 

WHO WE ARE

OneStream® is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.  

OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. To learn more visit www.onestream.com

 

WHY JOIN THE ONESTREAM TEAM

  • Transparency around corporate structure, salary, and benefits
  • Core value of customer success
  • Variety of project work (not industry specific) 
  • Strong culture and camaraderie
  • Multiple training opportunities

This is a critical hire and we will be taking our time with the interview process.  We will do our best to respond to every inquiry and resume received.  Thank you for your interest in OneStream Software.

OneStream Software is an Equal Opportunity Employer.

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Required profile

Experience

Level of experience: Senior (5-10 years)
Industry :
Computer Software / SaaS
Spoken language(s):
Check out the description to know which languages are mandatory.

Soft Skills

  • Verbal Communication Skills
  • Teamwork
  • Multitasking
  • Troubleshooting (Problem Solving)
  • Adaptability
  • Problem Solving
  • Detail Oriented
  • Customer Service

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