CUSTOMER SUPPORT ENGINEER – Technical

Location: Hybrid, Manchester
Employment Type: Full-Time

Summary

We are looking for a Customer Support Engineer to join the Technical Pillar of our Customer Support team. This individual will be responsible for working with our external customers to provide them with overall IT environment 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.

Working Hours: This role requires a regular work schedule of Thursday through Monday, which includes weekend work on Saturday and Sunday. This schedule will commence after the completion of training.

Hybrid Working Arrangement: This is a hybrid position. The successful candidate will be expected to work on-site every Thursday at our Manchester office (M2 3NN), collaborating with team colleagues in person. The remaining workdays (Friday through Monday) are currently conducted remotely from the candidate’s home office.

Primary Duties and Responsibilities

• Respond to customer issues and contact customers to triage problems.
• Provide remote support for SaaS customers.
• Research, resolve and respond to complex issues.
• 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 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-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 in Linux environments.
• Experience documenting best practices and procedures within a IT knowledge base.
• Experience with PowerShell, VB.net, C# or Visual Basic. Any object-oriented programing language.
• Prior experience with any of the following products:
  • OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, IBM Cognos or other EPM database solutions.
  • Kubernetes
  • ServiceNow, Jira, Confluence
• Experience solving financial-driven support issues

Knowledge, Skills, and Abilities

• Strong communication skills
• Customer/Client Focus
• Problem Solving/Analysis
• Organizational Skills
• Technical Skills
• Analytical Skills

Travel
• Travel Requirement: Regular travel is not expected for this position; however, travel may arise as necessary.

Who We Are
OneStream is how today’s Finance teams can go beyond just reporting on the past and Take Finance Further™ by steering the business to the future. It’s the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit www.onestream.com.

Why Join The OneStream Team
• 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

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.
OneStream is an Equal Opportunity Employer.

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