Job Description
A technical support engineer responsible for providing second-level support for Celonis Process Intelligence software, diagnosing complex issues, collaborating with customers and internal teams, and contributing to continuous service improvement in a global SaaS 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
- Accept, qualify, drive, and resolve complex support tickets according to ITSM processes
- Collaborate with third-level support and other teams to troubleshoot and resolve issues
- Conduct root cause analysis to improve support processes and knowledge base
- Prepare and deliver technical webcasts to customers and support staff
- Participate in on-call rotations as part of the global support team
- Contribute to continual service improvement initiatives
Requirements
- Hold a Bachelor of Computer Science or related degree.
- 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.
- 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.
- Able to provide 2nd Level Support for Customers using Celonis On-Premise and Intelligent Business Cloud products.
- Able to accept, qualify, drive, and resolve complex tickets, which have been forwarded or escalated to 2nd Level, according to ITSM processes.
- Able to qualify problems or defects for handover and collaboration with 3rd Level.
- Able to participate and drive regular Root Cause Analysis (RCA) cycles to improve Support Knowledge base.
- Able to prepare and deliver Webcasts to customers and support staff on selected technical topics.
- Able to collaborate with customers based on given and preferred communication channels.
- Able to contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and the Celonis Support Organization.
- Willing to cover on-call rotations as part of the global team.
- Able to form the interface between customers, partners, and internal teams such as customer success, development, and product management.
Benefits & Perks
Compensation/salary range not specified
Hybrid working options
Generous PTO
Company equity RSUs
Comprehensive benefits
Extensive parental leave
Dedicated volunteer days
Access to gym subsidies
Counseling and well-being programs
Clear career paths
Internal mobility
Dedicated learning program
Mentorship opportunities
Community and support through inclusion and belonging programs
Ready to Apply?
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