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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.
Key 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 & Perks
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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