Job Description
A technical support engineer responsible for diagnosing, resolving, and managing complex technical issues within Celonis' SaaS platform, providing expert assistance to global customers and collaborating with internal teams to improve support processes.
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 analyzing, diagnosing, and resolving issues according to ITSM processes and KPIs.
- Engage with customers and internal teams for analysis, diagnosis, and recovery of technical issues.
- Participate in Root Cause Analysis cycles to improve support knowledge base.
- Contribute to Continual Service Improvement initiatives and Knowledge Centred Service practices.
- 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.
- 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?
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