Customer Support Engineer (IT/Cloud)

Summary

We are seeking a Customer Support Engineer to join our Technical Pillar Customer Support team. The ideal candidate will have a passion for customer service, strong technical troubleshooting skills, and the ability to communicate complex issues clearly.

Primary Duties And Responsibilities

• Respond to customer issues and proactively contact customers to triage problems.
• Provide remote support for OneStream customers.
• Research, resolve, and respond to complex issues.
• Strong understanding of technical troubleshooting.
• Communicate complex/technical concepts and provide thorough Root Cause Analysis findings.
• Collaborate with other teams to help solve support problems, training problems, and other issues that may arise.
• 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-functional training & collaboration.
• Emphasize on resolving cases as quickly & effectively as possible.
• Aid in developing innovative solutions and building strong relationships with customers.

Required Education And Experience

• College diploma or Bachelor’s degree in a technology-related field or equivalent work experience.
• 2+ Years experience working in an IT helpdesk support role.
• 1+ Years experience in Windows Server Administration (e.g. security policies, windows updates, windows server roles).
• 1+ Years’ experience in Cloud Platform Technologies (e.g. Azure, AWS).
• 1+ Years’ experience in Network Configuration and Troubleshooting (e.g. DNS, IP routing, VPN’s, Subnets).

Preferred Education And Experience

• Experience with Configuring Identity Providers (IdP) (e.g. Microsoft Entra ID, Okta, PingFederate, or Active Directory).
• Experience with Microsoft Azure Cloud, SQL Server, IIS Web settings.
• Experience using AI tools (e.g. Copilot, ChatGPT).
• Experience in Linux environments.
• Experience documenting best practices and procedures within a IT knowledge base.
• Experience with PowerShell, VB.net, C# or Visual Basic.
• Experience in any of the following products:OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, IBM Cognos or other EPM database solutions.
• Experience solving financial-driven support issues.