Job Description
The role involves providing advanced technical support for Celonis' Process Intelligence software, diagnosing complex issues, collaborating with product teams, and ensuring customer satisfaction through troubleshooting and problem resolution.
Key Responsibilities
- Provide in-depth technical support for customer issues across Celonis EMS products
- Drive and resolve complex support tickets following ITSM processes
- Qualify problems or defects for collaboration with development and product teams
- Participate in root cause analysis cycles to improve support knowledge base
- Contribute to continual service improvement initiatives
- Engage in 24x7 support shift rotations
- Analyze, diagnose, and recover from complex technical issues
- Collaborate with product, engineering, and customer teams to resolve issues
Requirements
- An education in the field of IT, Computer Science, Engineering, or similar.
- First experience working as Technical Support Engineer, ideally experience handling complex technical issues.
- A fundamental working ability of heterogeneous Linux Unix systems.
- Knowledge in one or more areas such as SSO, JKS, Docker, Kubernetes, Datadog, Python, Java.
- Have a structured approach to analyse and resolve issues.
- Ideally, experience with database systems and SQL.
- Experience with AWS and or MS Azure.
- Customer contact experience, communication and service-oriented skills.
Benefits & Perks
Great compensation and benefits packages
Stock options
Generous time off
Family leave from day one
Mental well-being support
Mindfulness tools such as Headspace
Virtual events
Hybrid working options
Company equity RSUs
Comprehensive benefits
Extensive parental leave
Dedicated volunteer days
Access to gym subsidies
Counseling and well-being programs
Global and diverse team environment
Internal mobility opportunities
Mentorship programs
Ready to Apply?
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