• Lead, coach, and manage a team of Patient Support Associates to ensure medication adherence, prior authorization completion, and financial assistance support • Provide ongoing performance management, training, and mentorship • Manage staffing, scheduling, PTO, and time reporting (ADP) • Step in to support workload during peak or short-staffed periods • Ensure patients receive medications on time and without barriers • Partner with hospital/clinic stakeholders through regular meetings and collaboration calls • Maintain strong working relationships with pharmacy and clinical teams • Monitor and ensure achievement of service level metrics and quality standards • Conduct audits, oversee system workflows, and manage responsiveness to incoming requests • Establish and optimize workflows between Patient Support, liaison teams, and clinical integration teams • Identify and implement operational improvements and best practices • Support data, analytics, contracting, and special projects • Provide troubleshooting, guidance, and issue resolution for team members and partners • Assist with hiring, onboarding, training coordination, and system access setup • Maintain confidentiality of sensitive patient and business data

• Provide high-resolution remote support via chat, phone and the ServiceNow portal. • Support corporate users, distribution centers, stores and remote/home office teams. • Ensure a high First Call Resolution rate, delivering an excellent user experience. • Diagnose and resolve high-complexity incidents related to corporate systems and critical applications. • Work on problem resolution involving POS/front-of-store systems, billing, shipping/dispatch, logistics inventory and other business systems. • Perform in-depth technical analyses to identify systemic failures and rapidly restore services. • Diagnose issues related to network infrastructure, including LAN, WLAN, WAN, SD-WAN and VPN environments. • Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications. • Perform connectivity analyses and validate integrations between systems and devices. • Develop scripts and automation routines to optimize recurring operational tasks. • Identify opportunities to improve support processes and propose solutions that increase operational efficiency. • Support standardization and automation initiatives for support operations. • Create, review and maintain technical articles in the Knowledge Base. • Document procedures, workarounds and best practices for sharing across teams. • Share technical knowledge and support the training of other analysts. • Conduct Root Cause Analyses for recurring incidents. • Contribute to the permanent elimination of failures, reducing recurrence and increasing environment stability. • Monitor support performance and quality indicators, proposing corrective actions when necessary.

• Provide high-resolution remote support via chat, phone and the ServiceNow portal. • Serve corporate users, distribution centers, retail stores and remote/home-office teams. • Ensure a high First Call Resolution rate, delivering an excellent user experience. • Diagnose and resolve high-complexity incidents related to corporate systems and critical applications. • Troubleshoot issues involving point-of-sale (POS) systems, billing, dispatch/shipping, logistics inventory and other business systems. • Perform in-depth technical analyses to identify systemic failures and restore services quickly. • Diagnose infrastructure and network issues across LAN, WLAN, WAN, SD-WAN and VPN environments. • Collaborate with specialized teams to handle incidents involving infrastructure and telecommunications. • Conduct connectivity analyses and validate integrations between systems and devices. • Develop scripts and automation routines to optimize recurring operational tasks. • Identify opportunities to improve support processes and propose solutions that increase operational efficiency. • Create, review and maintain technical articles in the Knowledge Base. • Document procedures, workarounds and best practices for sharing across teams. • Share technical knowledge and support the training and development of other analysts. • Perform Root Cause Analysis (RCA) for recurring incidents. • Contribute to permanent elimination of faults, reducing recurrence and improving environment stability. • Monitor support performance and quality indicators, proposing corrective actions when necessary.

Role Description We are looking for a Customer Support Engineer to join our Technical Pillar Customer Support team. This individual will be responsible for working with our external customers to provide them with overall product/environmental support and resolve any technical issues that may arise. The ideal candidate will be passionate about working with customers, providing exceptional customer service, committing to maintaining our internal & external knowledgebase, and helping enable the success of their teammates. Successful candidates must be available to work either Eastern Time (8:00 AM – 5:00 PM) or Central Time (8:00 AM – 5:00 PM) hours, depending on team needs. Primary Duties and Responsibilities - Respond to customer issues and proactively contact customers to triage problems. - Provide remote support for OneStream customers. - Research, resolve and respond to complex issues. Strong understanding of technical troubleshooting. - Ability to communicate complex/technical concepts and provide thorough Root Cause Analysis findings. - 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 OneStream customers are positive and handled with a high sense of urgency. - Lead by example and encourage information sharing, team-based resolution activity, cross-functional training & collaboration. - Emphasis on resolving cases as quickly & effectively as possible. - Assist in developing innovative solutions and building strong relationships with customers. Qualifications - College diploma or Bachelor’s degree in a technology-related field or equivalent work experience. - 2+ Years experience working in an IT helpdesk support role. - 1+ Years experience in Windows Server Administration (e.g. security policies, windows updates, windows server roles). - 1+ Years’ experience in Cloud Platform Technologies (e.g. Azure, AWS). - 1+ Years’ experience in Network Configuration and Troubleshooting (e.g. DNS, IP routing, VPN’s, Subnets). Preferred Education and Experience - Experience with Configuring Identity Providers (IdP) (e.g. Microsoft Entra ID, Okta, PingFederate, or Active Directory). - Experience with Microsoft Azure Cloud, SQL Server, IIS Web settings. - Experience using AI tools (e.g. Copilot, ChatGPT). - Experience in Linux environments. - Experience documenting best practices and procedures within an IT knowledge base. - Experience with PowerShell, VB.net, C# or Visual Basic. Any object-oriented programming language. - Prior experience with any of the following products: OneStream, Oracle Hyperion HFM, FDM, Planning, Essbase, Blackline, IBM Cognos or other EPM database solutions. - Kubernetes. - ServiceNow, Jira, Confluence. - Experience solving financial-driven support issues. Knowledge, Skills, and Abilities - Strong verbal and written communication skills. - Customer/Client Focus. - Problem Solving/Analysis. - Organizational Skills. - Technical Skills. - Analytical Skills. - Handling of critical escalations. - Self-starter & highly motivated. Benefits - Excellent Medical Plan. - Dental & Vision Insurance. - Life Insurance. - Short & Long Term Disability. - Vacation Time. - Paid Holidays. - Professional Development. - Retirement Plan. Company Description 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.