Customer Support Engineer (Software Applications)

CUSTOMER SUPPORT ENGINEER – APPLICATIONS

Location: Remote, USA
Employment Type: Full-Time

Work Schedule:  Saturday and Sunday + 3 other days.

Compensation: $85,0000 – $105,000 (Range applies to US candidates only + Benefits/Variable Comp/Equity - Range may vary based on experience.
Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

At OneStream, we’re on a mission to transform how modern finance teams operate. Our unified enterprise finance platform empowers organizations to streamline operations, drive strategic insights, and make better decisions through the power of AI and data integration. As a Customer Support Engineer within our Applications Pillar, you'll be at the heart of this mission, making a direct impact by ensuring our customers achieve success with our solutions.

Joining OneStream means being part of an innovative team that’s reshaping the future of finance. You’ll have the opportunity to work with cutting-edge technology, solve real-world business challenges, and build lasting relationships with customers and colleagues. Your expertise will help organizations unlock their full potential and navigate the complexities of financial management with confidence.

Here’s how you’ll make a difference:
• Empowering Customers: Be the trusted expert our customers rely on to tackle technical challenges and maximize the value of their OneStream investment.

• Problem-Solving with Impact: Your ability to troubleshoot and resolve software issues will directly improve the productivity and satisfaction of our users.

Collaboration that Counts: Work alongside talented teams to drive innovative solutions and improve the overall customer experience.

• Building Excellence: Create and maintain valuable knowledge base content to enhance our support capabilities and help customers solve problems faster.

You’ll take ownership of challenges, embrace learning opportunities, and contribute to a culture where customer success isn’t just a goal—it’s our core value. By joining OneStream, you’re not just supporting software; you’re driving transformation in how businesses run.

Does this sound like the exciting next step in your career? Let’s shape the future of finance together!

Please note that this position requires working a schedule to  include both Saturday and Sunday, the other days are negotiable upon discussion 

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:

o OneStream
o Oracle Hyperion HFM, FDM, Planning, Essbase
o Blackline
o SAP Outlooksoft BPC
o SAP BOFC (Cartesis)
o IBM Cognos or other EPM solutions.
o 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
• Org