Job Description
A technical support engineer responsible for providing second-level support for Celonis Process Intelligence software, troubleshooting 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 for problem resolution and defect qualification.
- Conduct root cause analysis to improve support knowledge base.
- Prepare and deliver technical webcasts to customers and support staff.
- Engage with customers through preferred communication channels.
- Contribute to continual service improvement initiatives.
- Participate in on-call rotations as part of the global support team.
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 in 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 Support Organization.
- Willing to cover on-call rotations as part of the global team.
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
Opportunity to work with leading process mining technology
Global collaboration with international teams
Open culture with autonomous teams
Ready to Apply?
Join Celonis and make an impact in renewable energy
Stay Updated on Sustainability Jobs
Get the latest renewable energy jobs and career tips delivered to your inbox.
Job Alerts
Get notified about new sustainability jobs
More at Celonis
More jobs at Celonis
Senior Value Engineer
Celonis
NEW
Paris
Full Time
10h
Senior Value Consultant - Data Analytics Supply Chain Transformation
Celonis
NEW
Paris
Full Time
10h
Senior Process Intelligence and Automation Consultant
Celonis
NEW
Paris
Full Time
10h
More jobs in Raleigh, North Carolina
Ecological Restoration Supervisor
res
Raleigh
Full Time
5d
Technical Marketing Engineer, Oracle Database
Pure Storage
Raleigh
Full Time
Feb 25
$118k-178k
Project Manager - Land Development
Atwell
Raleigh
Full Time
Feb 25