Technical Support Engineer • Senior

Who you are

You have a strong background in technical support, ideally with experience in a SaaS environment — you understand the intricacies of diagnosing and resolving complex technical issues and are eager to become a deep technical expert in Celonis infrastructure and software. Your communication skills are top-notch, allowing you to effectively interface with global customers and internal teams. You thrive in a customer-focused environment and are committed to driving continuous improvement in support operations.

You are familiar with ITSM processes and KPI adherence, which helps you take ownership of complex cases — you have a knack for analyzing, diagnosing, and recovering from technical issues, ensuring that customer satisfaction remains high. Your ability to work collaboratively with cross-functional teams, including Value Engineering & Delivery, Development, and Product Management, sets you apart as a valuable team member.

What you'll do

As a Senior Technical Support Engineer at Celonis, you will provide 2nd Level technical support for customer issues across the Celonis Systems & Products. You will serve as a Technical Contact for Premier Customers, taking ownership of complex cases and driving their resolution according to established processes. Your role will involve expert technical analysis and the resolution of incidents, ensuring that you maintain high standards of service delivery.

You will be responsible for diagnosing and resolving product-related issues, often working on complex technical challenges that require a deep understanding of the Celonis product suite. Your contributions will help enhance the overall customer experience and support operations, making you a crucial part of the Celonis Support Services team. You will also have opportunities to drive continuous improvement initiatives within the support function, ensuring that the team remains at the forefront of technical support excellence.

What we offer

At Celonis, you will be part of a dynamic and innovative team that is dedicated to unlocking productivity through Process Intelligence technology. We offer a collaborative work environment where your contributions will directly impact our customers and the success of our products. You will have access to ongoing training and development opportunities to enhance your technical skills and career growth. Join us in our mission to revolutionize business processes with AI and data-driven insights.