Associate Customer Support Engineer

Summary

The job is for a Technical Support Engineer at Celonis, based in Munich, Germany. The role involves providing technical support for customer issues across various product areas of the Celonis platform and driving complex ticket resolution.

Requirements

• An education in the field of IT, Computer Science, Engineering, or similar
• First experience working as Technical Support Engineer, ideally experience handling complex technical issues
• A fundamental working ability of heterogeneous Linux/Unix systems
• Knowledge in one or more areas: SSO, JKS, Docker, Kubernetes, Datadog
• Have a structured approach to analyze and resolve issues
• Customer contact experience, communication and service-oriented

Responsibilities

• Provide in-depth technical support for customer issues across one or more product areas of the Celonis platform
• Drive and resolve complex Tickets according to ITSM processes
• Qualify problems or defects for close collaboration with Celonis Development and Product Management
• Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
• Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organisation

Preferred Qualifications

• Ideally, experience with database systems and SQL
• Experience with AWS and / or MS Azure

Benefits

• Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more)
• Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)
• A global and growing team of Celonauts from diverse backgrounds to learn from and work with
• An open-minded culture with innovative, autonomous teams
• Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
• A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future