ABOUT THE JOB
We are looking for a Technical 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.
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 Financial Management Software Applications
- 2+ years Software Application administration or troubleshooting experience
- Knowledge of Finance and Accounting practices and principles
PREFERRED EDUCATION AND EXPERIENCE
- Experience solving financial-driven support issues.
- Prior experience and/or certification 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.
- Other proprietary software, especially financial related.
- Experience with PowerShell, VB.net or Visual Basic. Any object-oriented programing.
- 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)
- Mandarin and/or Japanese language skills
TRAVEL
- Regular travel is not expected for this position; however, travel may arise as necessary.
PERSONAL ATTRIBUTES
- Technical capacity
- Problem Solving/Analysis
- Organizational Skills
- Customer/Client Focus
- Decision Making
- Initiative
- Strong communication skills
Legally authorized to work for any company in the country where this position is located 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
- Majority remote working (1 day per week in office preferred)
OneStream Software is an Equal Opportunity Employer.
Summary of role requirements:
- Looking for candidates available to work:
- Monday: Afternoon, Morning
- Tuesday: Afternoon, Morning
- Wednesday: Afternoon, Morning
- Thursday: Afternoon, Morning
- Friday: Afternoon, Morning
- Saturday: Afternoon, Morning
- Sunday: Afternoon, Morning
- 2-3 years of relevant work experience required for this role
- Working rights required for this role