Job Description
The role involves providing technical support for Celonis' Process Intelligence software, diagnosing complex issues, collaborating with product teams, and ensuring customer satisfaction within a support organization based in Bangalore, India.
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 shifts to ensure customer service coverage
- 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 of Celonauts
Open-minded culture with autonomous teams
Clear career paths and internal mobility
Mentorship opportunities
Ready to Apply?
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