Customer Support Engineer

CUSTOMER SUPPORT ENGINEER – APPLICATIONS

Location: Hybrid, Manchester
Employment Type: Full-Time

Summary

At OneStream, we’re on a mission to transform how modern finance teams operate. Our unified enterprise finance platform empowers organizations to streamline operations, drive strategic insights, and make better decisions through the power of AI and data integration. As a Customer Support Engineer within our Applications Pillar, you'll be at the heart of this mission, making a direct impact by ensuring our customers achieve success with our solutions.

Joining OneStream means being part of an innovative team that’s reshaping the future of finance. You’ll have the opportunity to work with cutting-edge technology, solve real-world business challenges, and build lasting relationships with customers and colleagues. Your expertise will help organizations unlock their full potential and navigate the complexities of financial management with confidence.

Here’s how you’ll make a difference:
• Empowering Customers: Be the trusted expert our customers rely on to tackle technical challenges and maximize the value of their OneStream investment.

• Problem-Solving with Impact: Your ability to troubleshoot and resolve software issues will directly improve the productivity and satisfaction of our users.

Collaboration that Counts: Work alongside talented teams to drive innovative solutions and improve the overall customer experience.

• Building Excellence: Create and maintain valuable knowledge base content to enhance our support capabilities and help customers solve problems faster.

You’ll take ownership of challenges, embrace learning opportunities, and contribute to a culture where customer success isn’t just a goal—it’s our core value. By joining OneStream, you’re not just supporting software; you’re driving transformation in how businesses run.

Does this sound like the exciting next step in your career? Let’s shape the future of finance together!

The position is a Hybrid position It requires a minimum 1 day a week (Thursdays) in our Manchester office (MN2 3NN), the rest of the time is remote, home office based.

Primary Duties and 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.
• Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
• Collaborate with other teams to help solve support problems, training problems, and other issues that may arise.
• Submit software bugs to 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.
• Assist in developing innovative solutions and building strong relationships with customers.

Required Education and Experience

• College diploma or bachelor’s degree in a technology or finance-related field (or equivalent work experience).
• Experience working with Software Applications.
• 3+ years Software Application troubleshooting experience.
• Knowledge of Finance and Accounting practices and principles.

Preferred Education and Experience

• Experience solving Financial Management / financial-driven support issues.
• Prior experience and/or certification with any of the following products:

o OneStream
o Oracle Hyperion HFM, FDM, Planning, Essbase
o Blackline
o SAP Outlooksoft BPC
o SAP BOFC (Cartesis)
o IBM Cognos or other EPM solutions.
o Other proprietary software, especially financial related.

• Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programming.
• Experience supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, VMware, and/or Hyper-V).
• Microsoft Certifications (Windows , SQL Server ,Azure, Office-Excel).

Knowledge, Skills, and Abilities

• Technical capacity
• Problem Solving/Analysis
• Organizational Skills
• Customer/Client Focus
• Decision Making
• Initiative
• Strong communication skills

Travel
• Regular travel is not expected for this position; however, travel may arise as necessary.

Who We Are
OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. 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

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

OneStream is an Equal Opportunity Employer.

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