The Customer Support Engineer will be part of the Technical Pillar Customer Support team, delivering technical support to external customers and resolving advanced product and environmental challenges. The role focuses on delivering high-quality customer service, applying structured troubleshooting methods, and working closely with internal teams to support customer success.
Responsibilities
- Respond promptly to customer inquiries and initiate contact to assess and prioritize issues.
- Deliver remote technical support to customers experiencing product or system difficulties.
- Investigate, diagnose, and resolve complex technical problems using structured troubleshooting approaches.
- Explain technical concepts clearly to customers and provide detailed root cause analysis reports.
- Collaborate with internal teams to resolve support cases, address training needs, and improve processes.
- Maintain and update technical documentation and knowledge base articles to support ongoing resolution efforts.
- Ensure all customer interactions are handled professionally, positively, and with urgency.
- Promote teamwork, knowledge sharing, and cross-functional collaboration within the support organization.
- Focus on resolving support cases efficiently and effectively to maximize customer satisfaction.
- Contribute to the development of innovative solutions and build strong, trust-based customer relationships.
Requirements
- Bachelor’s degree in a technology-related field or equivalent practical experience.
- Minimum of two years in an IT helpdesk or technical support role.
- At least one year of hands-on experience with Windows Server Administration, including security policies, updates, and server roles.
- One or more years working with cloud platforms such as Azure or AWS.
- Experience in network configuration and troubleshooting, including DNS, IP routing, VPNs, and subnets.
Nice to Have
- Experience configuring identity providers such as Microsoft Entra ID, Okta, PingFederate, or Active Directory.
- Familiarity with Microsoft Azure Cloud, SQL Server, and IIS web server settings.
- Experience using AI-powered tools like Copilot or ChatGPT for technical tasks.
- Working knowledge of Linux operating systems.
- Proven ability to document best practices and procedures in an IT knowledge base.
- Programming experience with PowerShell, VB.net, C#, Visual Basic, or other object-oriented languages.
- Prior exposure to enterprise performance management (EPM) platforms such as OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, or IBM Cognos.
- Experience with Kubernetes for container orchestration.
- Familiarity with ServiceNow, Jira, or Confluence for case and project management.
- Background in resolving financial data-related technical issues.
Tech Stack
Windows Server, Azure, AWS, DNS, IP routing, VPN, Subnets, 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
Benefits
- Vision insurance
- Medical insurance
- Life insurance
- Dental insurance
- 401K plan
- Comprehensive medical coverage
- Dental and vision benefits
- Life insurance coverage
- Short and long-term disability insurance
- Paid vacation time
- Paid holidays
- Professional development opportunities
- Retirement savings plan
Compensation
$75,000-$90,000 (Range applies to US candidates only). Equity: Equity. Benefits/Variable Comp
Work Arrangement
Remote - Global. Must be available during Eastern Time (8:00 AM – 5:00 PM) or Central Time (8:00 AM – 5:00 PM) based on team requirements.
Team
Technical Pillar Customer Support team
- Transparent communication about corporate structure, compensation, and benefits
- Strong commitment to customer success
- Diverse project work across industries
- Collaborative and supportive team environment
- Access to multiple training and development opportunities
Additional Information
- Travel is not regularly required, but may be necessary on occasion.
- Candidates must be legally authorized to work in the country where the position is based without employer sponsorship.
- Working hours require availability during either Eastern Time (8:00 AM – 5:00 PM) or Central Time (8:00 AM – 5:00 PM), depending on team needs.
Not available
