Job Description
A technical support engineer responsible for diagnosing, resolving, and managing complex technical issues within the Celonis SaaS platform, serving as a key interface between customers, partners, and internal teams to ensure continuous support and improvement.
Key Responsibilities
- Diagnose and resolve complex technical and product-related issues across the Celonis Product Suite.
- Provide 2nd Level technical support for customer issues and serve as a technical contact for Premier Customers.
- Take ownership of complex cases, including acceptance, qualification, driving resolution, and ensuring KPI adherence.
- Analyze, diagnose, and recover from technical issues, engaging with customers and internal teams as needed.
- Participate in Root Cause Analysis (RCA) and contribute to support Knowledge Base improvements.
- Contribute to Continual Service Improvement (CSI) initiatives and Knowledge Centred Service (KCS) practices.
- Prepare and deliver technical webcasts to customers and internal support staff.
- Participate in an on-call schedule to ensure continuous global support coverage.
Requirements
- Bachelor of Computer Science, Engineering, or a related degree in the field of IT
- Minimum 3 years of proven Technical Support experience handling complex technical issues and international customer inquiries whilst adhering to Service Level Agreements
- ITIL v3 Foundation Certification
- AWS or Azure certification and/or working experience in a mid to large sized Kubernetes containerised environment
- Proven experience with heterogeneous Linux/Unix systems
- Proficient in at least one programming language e.g., Java or a scripting language e.g., Python
- Experience with major database systems e.g., SAP HANA, Oracle, MS SQL Server
Benefits & Perks
generous PTO
hybrid working options
company equity RSUs
comprehensive benefits
extensive parental leave
dedicated volunteer days
gym subsidies
counseling and well-being programs
clear career paths
internal mobility
dedicated learning program
mentorship opportunities
Ready to Apply?
Join Celonis and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More jobs at Celonis
Account Receivable Specialist
Celonis
NEW
Madrid
Full Time
12h
Senior Software Engineer - Fullstack
Celonis
NEW
Bangalore
Internship
12h
Senior Value Engineer
Celonis
NEW
Bangalore
Full Time
12h
More jobs in Madrid, Spain
Senior Engineering Recruiter - Manufacturing/Semiconductor
Diamond Foundry
Madrid
Full Time
5d
Fixed Assets Accountant
Diamond Foundry
Madrid
Full Time
Feb 13
Fixed Assets Accountant
Diamond Foundry
Madrid
Full Time
Feb 10