Job Description
A technical support engineer responsible for providing second-level support for Celonis Process Intelligence software to global customers, diagnosing complex issues, collaborating with various teams, and contributing to continuous service improvement in a cloud and virtual environment.
Key Responsibilities
- Provide 2nd Level Support for Celonis On-Premise and Cloud products to global customers and partners
- Act as the technical contact for Premium Support Customers
- Qualify, drive, and resolve complex support tickets according to ITSM processes
- Collaborate with third-level support for problem or defect resolution
- Conduct root cause analysis to improve support knowledge base
- Prepare and deliver technical webcasts to customers and support staff
- Engage with customers through various communication channels
- Contribute to continual service improvement initiatives
- Participate in on-call support rotations
Requirements
- Hold a Bachelor of Computer Science or related degree.
- Have an active Government Clearance Public Trust, Secret or Top Secret with 18 months - 2 years of remaining eligibility.
- Have a minimum of 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements.
- Demonstrated use of AI in support administration, troubleshooting, documentation etc.
- 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.
- Role requires and active Government Clearance Public Trust, Secret or Top Secret with 18 months - 2 years of remaining eligibility.
- Goal-oriented, independent, and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.
- Have senior customer communication and handling skills.
- Strong customer service focus.
- Passionate about topics like Execution Management, Process Mining, Big Data, Data Lake.
Benefits & Perks
Base salary range of $100,000 to $117,000 USD
Total compensation package including bonus, commission, equity, benefits, health, dental, life, 401k, and paid time off
Pioneer Innovation and ownership through Restricted Stock Units (RSUs) and merit-based refresh grants
Unrivaled Family Support Benefit with 24 weeks of fully paid parental leave for primary carers and 12 weeks for supporting carers
Enjoyment of Unlimited PTO and generous PTO globally, with a flexible hybrid work model
Continuous growth opportunities through learning frameworks, mentorship, and dedicated learning platforms
Holistic well-being support including subsidized Wellhub memberships, mental health counseling, and Wellness Weeks
Participation in annual Impact Days with paid time off for volunteering
Global inclusion and belonging initiatives such as Inclusion Think Tank and Inclusion Days
Work environment perks including flexible work arrangements and vibrant office collaboration
Ready to Apply?
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