Job Description
A 2nd Level Technical Support Engineer at Celonis is responsible for diagnosing and resolving complex technical issues within the company's SaaS-based Process Intelligence platform, serving as a key technical contact for customers and internal teams, and contributing to support operations and continuous improvement initiatives.
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 analysis, diagnosis, and resolution, following ITSM processes and KPIs.
- Engage with customers and internal teams to analyze, diagnose, and recover from technical issues.
- 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).
- Prepare and deliver technical webcasts to customers and 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
- Working experience in a mid to large sized Kubernetes containerised environment with Cloud Technologies such as AWS or Azure, or relevant certification
- 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
- Ability to perform analysis, diagnosis, and recovery of complex technical issues, often requiring direct engagement with customers and internal Product and Engineering teams
- Ability to take ownership of complex cases, including accepting, qualifying, driving, and resolving them according to ITSM processes and KPI adherence
- Ability to participate in Root Cause Analysis (RCA) cycles to improve the team’s support Knowledge Base
- Ability to contribute actively to Continual Service Improvement (CSI) cycles and initiatives including Knowledge Centred Service (KCS)
- Willingness to participate in an on-call schedule to ensure continuous global coverage
- Goal-oriented, independent, and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
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?
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