espond to product related customer issues and contact customers to triage problems.
Provide remote product support for OneStream customers and troubleshoot product configuration issues.
Complete changes to Customer Azure environments (Configuration Changes, Database Copies, VPN, VM Resize, DB Scaling)
Research, resolve and respond to complex issues across the application product lines and product boundaries ensuring policy compliance.
Submit customer enhancement requests to software 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.
Perform customer software installations and upgrades, typically in virtualized environments.
Building strong relationships with customers.
DESIRED SKILLS AND EXPERIENCE
Formal Education and Certification
College diploma or Bachelor’s Degree in a technology-related field or equivalent work experience
Microsoft and Cisco Certifications are a plus
Knowledge and Experience
5+ years Software and/or In-App troubleshooting experience
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 supporting customers in a Windows environment (Windows 10, Windows Server, IIS, SQL Server, SQL, VMware, and/or Hyper-V)
Experience documenting best practices and procedures in an IT knowledge base
Experience supporting customer environments within Microsoft Azure
