Senior Customer Support Engineer

Summary

Join us at Celonis, the global leader in Process Mining technology, as a Support Engineer to provide technical support for our customers and partners, and grow our Customer Support organization.

Requirements

• You hold a Bachelor of Computer Science or related degree
• Have minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements
• Obtained ITIL, ITIL v3 Foundation Certification, any additional ITIL certification is seen as a plus
• Have proven experience in administration of heterogeneous Linux/Unix systems and deep knowledge in SAML, SSO, LDAP, JKS
• 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 value and service-oriented mindset

Responsibilities

• Provide 2nd Level Support for Customer using Celonis On-Premise and Intelligent Business Cloud products
• Named technical contact for Premium Support Customers
• Accept, qualify, drive and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
• Qualify problems or defects for handover and collaboration with 3rd Level
• KPI adherence based on external Service Level Agreements and Organizational Level Agreements
• 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
• Participate in 24/7 shift schedule

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)