• Job Description

  Req#: CUSTO003243

  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.

  This is a hybrid position, with a preference for candidates who are willing to work in collaboration with our other team members out of our Manchester office (M2 3NN) 2 days a week, on Tuesdays and Thursdays, while working remotely from their home office the rest of the time.

  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 support role within a technology related company.

  
  Preferred Education and Experience

  • Experience with Microsoft Azure.
  • Experience in a Windows Server Environment.
  • Experience with SQL.
  • Experience documenting best practices and procedures in an IT knowledge base.
  • Experience with ITSM Ticketing Systems e.g. ServiceNow.
  • Experience with CRM’s e.g. Salesforce.
  • Experience with PowerShell, VB.net, C# or Visual Basic. Any object-oriented programing language.

  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.

  #LI-KT1 #LI-Hybrid

• About the company

  Conquer business complexity by unifying key finance processes through OneStream's modern corporate performance management (CPM) Platform.

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