Job Description
The role involves providing 2nd Level Technical Support for Celonis software products to global customers and partners, diagnosing complex issues, and collaborating with various teams to enhance customer satisfaction and support processes.
Key Responsibilities
- Provide 2nd Level Support for customers using Celonis On-Premise and Intelligent Business Cloud products
- Serve as the named technical contact for Premium Support Customers
- Accept, qualify, drive, and resolve complex tickets escalated to 2nd Level support
- Qualify problems or defects for handover to 3rd Level support
- Participate in Root Cause Analysis cycles to improve the Support Knowledge base
- Prepare and deliver webcasts on selected technical topics
- Collaborate with customers using preferred communication channels
- Contribute to Continual Service Improvement initiatives
- Participate in a 24/7 shift schedule
Requirements
- You hold a Bachelor of Computer Science or related degree.
- Have minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements.
- Obtained ITIL, ITIL v3 Foundation Certification.
- Have proven experience in administration of heterogeneous Linux Unix systems and deep knowledge in SAML, SSO, LDAP, JKS.
- Proficient in at least one programming language e.g. Java, or in a scripting language e.g. Python.
- Have experience with database systems SAP HANA, Oracle, MS SQL Server.
- Participate in 24 7 shift schedule.
Benefits & Perks
Great compensation and benefits packages
Equity restricted stock units
Life insurance
Time off
Generous leave for new parents from day one
Subsidized gym membership
Access to counseling
Virtual events on well-being topics
Investment in personal growth and skill development
Clear career paths
Internal mobility opportunities
L&D platform
Mentorships
Ready to Apply?
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