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Senior Customer Support Engineer

1 month, 1 week ago
United States
Full-time
Senior
Technical Support Engineer
Customer and Technical Support
Java Oracle Python SQL Server
Apply Now
Celonis

Celonis

Celonis is a leading company in Process Intelligence and Process Mining. Their platform, powered by process mining technology, helps businesses uncover and capitalize on value opportunities within their processes quickly and at scale. By revealing and ...

IT Services
1K-5K
Founded 2011
$2400M raised
View All Jobs 18

Description

  • Provide 2nd Level technical support for customers using Celonis On-Premise and Intelligent Business Cloud products.
  • Serve as the named technical contact for premium support customers.
  • Accept, qualify, drive, and resolve complex tickets escalated to 2nd Level support according to ITSM processes.
  • Identify problems or defects and hand them over to 3rd Level support for collaboration and resolution.
  • Meet KPI targets aligned with external Service Level Agreements and Organizational Level Agreements.
  • Lead and participate in root cause analysis cycles to improve the support knowledge base.
  • Prepare and deliver webcasts to customers and support staff on technical topics.
  • Collaborate with customers through their preferred communication channels.
  • Contribute to continual service improvement initiatives across Celonis Support.
  • Participate in on-call rotations as part of the global support team.

Requirements

  • Bachelor’s degree in Computer Science or a related field.
  • Active Government Clearance (Public Trust, Secret, or Top Secret) with 18 months to 2 years of remaining eligibility.
  • Minimum 6 years of proven 2nd Level Support experience handling international customer inquiries under Service Level Agreements.
  • Demonstrated use of AI in support administration, troubleshooting, or documentation.
  • Proficiency in at least one programming language such as Java or a scripting language such as Python.
  • Experience with database systems such as SAP HANA, Oracle, or MS SQL Server.
  • Strong ability to analyze and solve complex problems in virtual and cloud-based environments in an independent, structured, goal-oriented way.
  • Senior-level customer communication and handling skills.
  • Strong customer service focus.
  • Interest in Execution Management, Process Mining, Big Data, and Data Lake topics.
  • Visa sponsorship is not offered for this role.

Benefits

  • Base salary range of $100,000 to $117,000 USD for the Washington, D.C. role.
  • Total compensation includes base salary, bonus/commission, equity, and benefits.
  • Restricted Stock Units (RSUs) with merit-based refresh grants.
  • 24 weeks of fully paid parental leave for primary carers and 12 weeks for supporting carers, available from day one.
  • Unlimited PTO in applicable regions and generous PTO globally.
  • Flexible hybrid work model.
  • Subsidized Wellhub memberships and mental health counseling.
  • Access to mentorship programs, a learning platform, and a 70-20-10 learning framework.

Interested in this position?

Apply directly on the company website

Apply Now

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