OneStream is looking for a Customer Support Engineer to provide comprehensive technical and environmental support to our external customers. In this role, you will be responsible for diagnosing and resolving issues, maintaining knowledge resources, and ensuring a positive customer experience through proactive problem-solving.
What You'll Do
- Respond to customer issues and proactively contact customers to triage problems.
- Provide remote support for OneStream customers.
- Research, resolve, and respond to complex technical issues.
- Communicate complex concepts and provide thorough Root Cause Analysis findings.
- Collaborate with other teams to solve support, training, and other issues.
- Update and maintain technical knowledge base articles.
- Ensure all customer interactions are positive and handled with a high sense of urgency.
- Lead by example and encourage information sharing, team-based resolution, cross-training, and collaboration.
- Focus on resolving cases as quickly and effectively as possible.
- Assist in developing innovative solutions and building strong customer relationships.
What We're Looking For
- College diploma or Bachelor’s degree in a technology-related field or equivalent work experience.
- 2+ years of experience in an IT helpdesk support role.
- 1+ years of experience in Windows Server Administration (e.g., security policies, updates, server roles).
- 1+ years of experience with Cloud Platform Technologies (e.g., Azure, AWS).
- 1+ years of experience in Network Configuration and Troubleshooting (e.g., DNS, IP routing, VPNs, Subnets).
Nice to Have
- Experience configuring Identity Providers (IdP) like Microsoft Entra ID, Okta, PingFederate, or Active Directory.
- Experience with Microsoft Azure Cloud, SQL Server, and IIS Web settings.
- Experience using AI tools such as Copilot or ChatGPT.
- Experience in Linux environments.
- Experience documenting best practices and procedures within an IT knowledge base.
- Experience with PowerShell, VB.net, C#, Visual Basic, or other object-oriented programming languages.
- Prior experience with products like OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, IBM Cognos, Kubernetes, ServiceNow, Jira, or Confluence.
- Experience solving financial-driven support issues.
Technical Stack
- Windows Server, Azure, AWS, DNS, VPN
- Microsoft Entra ID, Okta, PingFederate, Active Directory
- SQL Server, IIS, Linux
- PowerShell, VB.net, C#, Visual Basic
- OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, IBM Cognos, Kubernetes, ServiceNow, Jira, Confluence
Team & Environment
You will be part of the Technical Pillar Customer Support team at OneStream.
Benefits & Compensation
- Compensation: $75,000-$90,000 (Range applies to US candidates only)
- Medical, Dental, Vision, Life insurance
- Short & Long Term Disability
- 401K and Retirement Plan
- Vacation Time and Paid Holidays
- Professional Development opportunities
Work Mode
This is a remote position open to candidates within the United States.
OneStream values transparency around corporate structure, salary, and benefits, and maintains a core focus on customer success. Our culture offers a variety of project work, strong camaraderie, and multiple training opportunities.
