Customer Support Engineer (Financial Software Applications)

Location: Remote, United States
Employment Type: Full-Time
Benefits Offered: Vision, Medical, Life, Dental, 401K
Gross annual base salary: USD 85,000 – 105,000
Additional variable compensation and benefits may apply. Total compensation is based on experience, skills, and location using objective, job-related criteria.

Summary

We are looking for a Customer Support Engineer to join our Application 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 and have some experience of working within a finance department or working with Corporate Performance Management or other Financial management software applications.

This position supports customers operating in the Pacific Time zone, with standard business hours of 8:00 AM – 5:00 PM. PST. Successful candidates may reside anywhere in the United States, as long as they are committed to working these hours.

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 Software Applications.
3+ years Software Application troubleshooting experience.
Knowledge of Finance and Accounting practices and principles.

Preferred Education and Experience

Experience solving Financial Management / 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 programming.
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).

Knowledge, Skills, and Abilities

Technical capacity.
Problem Solving/Analysis.
Organizational Skills.
Customer/Client Focus.
Decision Making.
Initiative.
Strong communication skills.

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

Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

Excellent Medical Plan
Dental & Vision Insurance
Life Insurance
Short & Long Term Disability
Vacation Time
Paid Holidays
Professional Development
Retirement Plan

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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