Job Description
The role involves providing technical support for Celonis' Process Intelligence software, diagnosing complex issues, collaborating with product teams, and ensuring customer satisfaction through effective problem resolution and continuous service improvement.
Key Responsibilities
- Provide in-depth technical support for customer issues related to Celonis EMS products
- Diagnose, analyze, and resolve complex technical problems
- Drive and resolve support tickets following ITSM processes
- Collaborate with Product and Engineering teams to qualify and address defects or problems
- Participate in root cause analysis (RCA) cycles to improve support knowledge base
- Contribute to continual service improvement initiatives
- Engage in 24x7 support shifts as part of the support model
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 and 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.
- Participate in a 24x7 3-shift Support model.
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 and career growth opportunities
Mentorship programs
Ready to Apply?
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