- 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.
- College diploma or Bachelor's Degree in a technology-related field or equivalent work experience
- Microsoft and Cisco Certifications are a plus
- 5+ years Software and/or In-App troubleshooting experience
- Experience in a Level 2 or Level 3 IT support environment
- Knowledge of Finance and Accounting practices and principles
- Experience solving financial-driven support issues
- 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
- Experience with PowerShell, or Visual Basic. Any object-oriented programing
- 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.
- 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 United States without sponsorship.
- 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
- Excellent Medical Plan
- Dental & Vision Insurance
- Life Insurance
- Short & Long Term Disability
- Vacation Time
- Paid Holidays
- Professional Development
- Retirement Plan
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Customer Support Engineer - Birmingham, United States - OneStream Software
Description
Customer Support Engineer - Weekend Shift
Remote, USA OneStream Software LLC
Benefits Offered Vision, Medical, Life, Dental, 401K
Employment Type Full-Time
Compensation Range $63, $82, Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience
ABOUT THE JOB
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 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. The required shift for this position is Friday-Tuesday from 5pm-1am ET. Working weekends is mandatory to support our customers' and provide coverage throughout the weekend.
RESPONSIBILITIES:
DESIRED SKILLS AND EXPERIENCE
Formal Education and Certification
Knowledge and Experience
Nice to Have
Personal Attributes
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 .
WHY JOIN THE ONESTREAM TEAM
Benefits at OneStream Software
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:
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.
#LI-Remote
#LI-SA1
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)
