Senior 2nd‑Line SaaS Support Engineer

Celonis; Madrid; Presencial; EUR 45.000 - 60.000; Jornada completa

Descripción de la vacante

A global process intelligence company is seeking a 2nd Level Technical Support Engineer in Madrid. The role involves diagnosing and resolving complex technical issues, acting as a crucial link between customers and internal teams. The ideal candidate will have a Bachelor's degree in IT, a minimum of 3 years in Technical Support, strong problem-solving skills, and proficiency in programming languages such as Java or Python. The company offers excellent benefits including generous PTO and hybrid working options.

Servicios

Generous PTO

Hybrid working options

Company equity (RSUs)

Comprehensive benefits

Parental leave

Gym subsidies

Counseling resources

Formación

• Minimum 3 years of proven Technical Support experience handling complex issues.
• ITIL v3 Foundation Certification is a must with additional certifications preferred.
• Proficient in at least one programming language or scripting language.

Responsabilidades

• Provide 2nd Level technical support for customer issues.
• Take ownership of complex cases according to ITSM processes.
• Participate in Root Cause Analysis to improve the support Knowledge Base.

Conocimientos

Technical Support experience

Problem Solving

Proficiency in programming/scripting language

Knowledge of Cloud Technologies

Educación

Bachelor of Computer Science or related field

Herramientas

AWS

Azure

Kubernetes

Linux/Unix systems

SAP HANA

Oracle

MS SQL Server

Descripción del empleo

A global process intelligence company is seeking a 2nd Level Technical Support Engineer in Madrid. The role involves diagnosing and resolving complex technical issues, acting as a crucial link between customers and internal teams. The ideal candidate will have a Bachelor's degree in IT, a minimum of 3 years in Technical Support, strong problem-solving skills, and proficiency in programming languages such as Java or Python. The company offers excellent benefits including generous PTO and hybrid working options.