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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 acceptance, qualification, driving resolution, and ensuring KPI adherence
- Perform analysis, diagnosis, and recovery of technical issues, engaging with customers and internal teams
- Participate in Root Cause Analysis (RCA) and Continual Service Improvement (CSI) cycles to enhance support processes
- Contribute to knowledge base development through support documentation and knowledge sharing
- 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
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