Celonis is hiring a
Senior Customer Support Engineer, Remote - Germany

Summary

The job is a 2nd Level Support role at Celonis in Munich, where the employee will provide technical support for the company's software, handle complex technical issues, drive problem resolution, and contribute to continuous service improvement. The ideal candidate has experience with IT, Software Support, Business Process Modeling, .net environment, Azure, programming languages like Java or Python, databases, and major Cloud Platforms such as AWS and MS Azure.

Requirements

• Have completed an Education in the field of IT, Computer Science, Engineering or similar
• Have demonstrated Software Support Engineer experience handling complex technical issues with SaaS based Solutions
• Business Process Modeling experience
• Experience with .net environment (Microsoft environment - infrastructure & development tools)
• Demonstrated Knowledge of Azure
• Are experienced in at least one programming language, preferably Java or Python
• Expertise in databases such as Azure, GoogleBigQuery and/or others  as well as an ability to write and debug SQL
• Have first experience with major Cloud Platforms such as AWS and MS Azure
• Have a goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
• Are not afraid of customer contact and you are communicative and service-oriented
• Are passionate about Process Modeling
• Have very good German and English skills
• Holder of a EU citizenship/existing rights to work for Germany

Responsibilities

• Provide deep technical Support for Customer on Product area Event Collections
• Drive and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
• Qualify problems or defects for close collaboration with Celonis Development and Product Management
• Named technical contact for Process Modeling Customers
• KPI adherence based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
• Prepare and deliver Webcasts to customers and support staff on selected technical topics
• Collaborate with customers based on given and preferred communication channels
• Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organization

Benefits

• The unique opportunity to work with industry-leading process mining technology
• Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
• 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