Support Engineer • Senior

Who you are

You have a strong background in technical support, ideally with experience in SaaS environments — your expertise allows you to diagnose and resolve complex technical issues effectively. You are eager to become a deep technical expert in Celonis infrastructure and software, contributing to a customer value-focused environment. Your communication skills enable you to serve as a crucial interface between global customers and internal teams, ensuring that issues are addressed promptly and effectively.

You thrive in a collaborative setting, working closely with various departments such as Value Engineering, Delivery, Development, and Product Management. You are detail-oriented and possess a strong understanding of ITSM processes, which helps you manage and resolve complex cases efficiently. Your ability to analyze and recover from technical issues is complemented by your commitment to continuous improvement in support operations.

What you'll do

As a Senior Software Support Engineer at Celonis, you will provide 2nd Level technical support for customer issues across the Celonis Systems & Products. You will take ownership of complex cases, accepting, qualifying, driving, and resolving them according to established ITSM processes and KPI adherence. Your role will involve performing in-depth analysis and diagnosis of technical issues, often requiring you to collaborate with other teams to ensure a swift resolution.

You will serve as a Technical Contact for Premier Customers, ensuring that their needs are met with the highest level of service. Your responsibilities will also include driving continuous improvement initiatives within the support operations, identifying areas for enhancement, and implementing solutions that enhance customer satisfaction. You will be expected to stay updated on the latest developments in Celonis products and technologies, enabling you to provide the best possible support to our customers.

What we offer

At Celonis, we believe in fostering a supportive and inclusive work environment. You will have the opportunity to work with a talented team of professionals who are dedicated to unlocking productivity through innovative technology. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to transform business processes through AI and data-driven insights.