Technical Support Engineer (Financial Application Support)

Technical Support Engineer (Financial Application Support)

Job Category: Cloud Services and IT

Requisition Number: TECHN002288

Full-Time

Locations Remote, USA

Description

Technical Support Engineer (Financial Application Support)
Remote, USA OneStream Software LLC

Benefits Offered Vision, Medical, Life, Dental, 401K
Employment Type Full-Time
Compensation Range $63,000.00 – $82,000.00 (Range applies to US candidate only) + Benefits/Variable Comp/Equity – Range may vary based on experience

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 financial software support and resolve any additional issues that may arise within our software. The ideal candidate will be passionate about working with customers and providing exceptional customer service. The required shift for this position is 11am – 8pm ET Monday – Friday.

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.

DESIRED SKILLS AND EXPERIENCE

Formal Education and Certification

• College diploma or Bachelor’s Degree in a finance or technology-related field (or equivalent work experience)

Knowledge and Experience

• 5+ years Software and/or In-App troubleshooting experience.
• Prior experience with any of the following products is highly desired:
  • 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 in a Level 2 or Level 3 IT support environment.
• Knowledge of Finance and Accounting practices and principles.
• Experience solving financial-driven support issues.
• Experience documenting best practices and procedures in an IT knowledge base.

Nice to Have

• 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 or OneStream (or competitor) related certifications

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 United States without sponsorship.

WHO WE ARE

OneStream® is an independent software company backed by private equity investors. OneStream provides an intelligent finance platform built to enable confident decision-making and maximize business impact.

OneStream unleashes organizational value by unifying data management, financial close and consolidation, planning, reporting, analytics, and machine learning. We empower Finance and Operations teams with AI-enabled insights to make faster and more intelligent decisions every single day. All in a single, modern CPM platform designed to continually evolve and scale with your organization. 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 Software

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

This is a critical hire and we will be taking our time with the interview process. We will do our best to respond to every inquiry and resume received. Thank you for your interest in OneStream Software.

OneStream Software is an Equal Opportunity Employer.

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#LI-CB1

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)