Support Engineer • Entry-Level

Who you are

You are an entry-level professional eager to start your career in technical support. You possess a strong willingness to learn and adapt to new technologies, particularly in the realm of SaaS and process intelligence. Your communication skills allow you to effectively engage with customers and understand their technical challenges. You are detail-oriented and have a problem-solving mindset, ready to tackle complex issues that may arise in the deployment of Celonis software. You thrive in a collaborative environment and are excited about the opportunity to work closely with product and engineering teams to enhance customer satisfaction.

Desirable

While not required, familiarity with ITSM processes and experience in a customer-facing role would be advantageous. A basic understanding of cloud-based systems and software deployment would also be beneficial as you step into this role.

What you'll do

As a Customer Support Engineer-Level 1 at Celonis, your primary responsibility will be to provide in-depth technical support for customer issues related to the Celonis Execution Management System. You will analyze, diagnose, and recover from complex technical issues, ensuring that customers receive timely and effective solutions. You will drive and resolve support tickets according to established ITSM processes, qualifying problems or defects for collaboration with the Celonis Development and Product Management teams. Regular participation in Root Cause Analysis (RCA) cycles will be part of your role, contributing to the improvement of the Support Knowledge base and enhancing the overall customer experience.

You will engage directly with customers to understand their challenges and provide guidance on best practices for utilizing Celonis products. Your role will involve close interaction with various teams within the organization, allowing you to gain insights into product development and customer needs. You will be expected to document your findings and solutions, contributing to the continuous improvement of support processes and resources.

What we offer

Celonis offers a dynamic work environment where you can grow your skills and advance your career in technical support. You will have the opportunity to work with a team of dedicated professionals who are passionate about helping customers succeed. The company values collaboration and encourages you to share your ideas and insights. As part of the Celonis team, you will be at the forefront of process intelligence technology, contributing to innovative solutions that drive productivity for organizations worldwide. We believe in investing in our employees and providing them with the tools and resources they need to excel in their roles.