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Customer Support Engineer

Celonis
Posted January 29, 2025

Pristina, Kosovo

Energy Management

Full Time

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Job Description

The job involves providing in-depth technical support for Celonis software, diagnosing and resolving complex technical issues, and collaborating with product and engineering teams. The role requires a structured approach to problem-solving and customer interaction within a 24x7 support model.

Responsibilities

  • •Provide in-depth technical support for customer issues across one or more product areas of the Celonis platform
  • •Drive and resolve complex Tickets according to ITSM processes
  • •Qualify problems or defects for close collaboration with Celonis Development and Product Management
  • •Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
  • •Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organisation
  • •Participate in 24x7 3-shift Support model

Requirements

  • •An education in the field of IT, Computer Science, Engineering, or similar.
  • •First experience working as a Technical Support Engineer, ideally experience handling complex technical issues.
  • •Knowledge in one or more areas: SSO, JKS, Docker, Datadog.
  • •Experience with database systems and SQL.
  • •Experience with AWS and/or MS Azure.
  • •Customer contact experience, communication, and service-oriented.
  • •A structured approach to analyze and resolve issues.
  • •Participation in a 24x7 3-shift Support model.

Benefits

  • •Great compensation and benefits packages
  • •Equity restricted stock units
  • •Life insurance
  • •Time off
  • •Generous leave for new parents from day one
  • •Subsidized gym membership
  • •Access to counseling
  • •Virtual events on well-being topics

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