Customer Support Engineer - Level 1

Celonis; Bengaluru; Hybrid; INR 800,000 - 1,200,000; Full time

Benefits offered by this job

RSUs

Unlimited PTO

Hybrid work

Learning platform access

Wellbeing programs

Job summary

Celonis in Bengaluru, India, is seeking a Technical Support Engineer to diagnose and resolve complex issues across the Celonis Platform. You will collaborate with Product and Engineering teams and engage with customers to restore service and improve the knowledge base.

The role requires Linux/Unix experience, knowledge of Docker/Kubernetes, and familiarity with cloud platforms like AWS or Azure, plus strong problem-solving and customer-facing skills.

Qualifications

• An education in the field of IT, Computer Science, Engineering, or similar.
• First experience working as Technical Support Engineer, ideally experience handling complex technical issues.
• A fundamental working ability of heterogeneous Linux/Unix systems.
• Knowledge in one or more areas: SSO, JKS, Docker, Kubernetes, Datadog, Python, Java
• Have a structured approach to analyse and resolve issues
• Ideally, experience with database systems and SQL
• Experience with AWS and / or MS Azure.
• Customer contact experience, communication and service-oriented.
• A thirst to learn and like bringing ideas to the table.

Responsibilities

• Provide in-depth technical support for customer issues across one or more product areas of the Celonis Platform
• Drive and resolve complex Tickets according to ITSM processes
• Qualify problems or defects for close collaboration with Celonis Development and Product Management
• Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
• Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organisation
• Participate in 24x7 Support model

Skills

Linux/Unix systems

SQL

Cloud platforms

Problem solving

Customer communication

Education

Education in IT / Computer Science / Engineering

Tools

Docker

Kubernetes

Datadog

Python

Java

Job description

Celonis is the trusted platform to industrialize Enterprise AI. At our core is the Celonis Context Model - which combines process data, business knowledge, and intelligence into a living digital twin of the enterprise that AI can actually understand, turning AI's operational blind spots into operational clarity. World's leading companies trust Celonis and its global ecosystem of partners to make their AI agents, people, systems, and processes work together, achieving transformational outcomes. We believe there's a massive opportunity to unlock global productivity and sustainability by giving AI the context to understand how every business process really works. Join our mission to make processes work for people, companies, and the planet.

The Team:

Celonis Support Services team operates a 3-Level Support model, which includes a dedicated highly-trained team of Celonis experts located in our Celonis Support Centre. Our support engineers are familiar with the common challenges organisations face when deploying Celonis software and are able to quickly diagnose and support the questions regarding product-related issues our customers face and provide technical support for Celonis On-Premise and Cloud-based products. You will report directly to the Team Lead Customer Support and you will be based in Bangalore, India.

The Role:

As a core function of the position, you will be responsible for the analysis, diagnosis, and recovery of complex technical issues. This will involve close engagement and interaction with our Product and Engineering teams and at times with our customers.

The work you'll do:

• Provide in-depth technical support for customer issues across one or more product areas of the Celonis Platform
• Drive and resolve complex Tickets according to ITSM processes
• Qualify problems or defects for close collaboration with Celonis Development and Product Management
• Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
• Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organisation
• Participate in 24x7 Support model

The qualifications you need:

• An education in the field of IT, Computer Science, Engineering, or similar.
• First experience working as Technical Support Engineer, ideally experience handling complex technical issues.
• A fundamental working ability of heterogeneous Linux/Unix systems.
• Knowledge in one or more areas: SSO, JKS, Docker, Kubernetes, Datadog, Python, Java
• Have a structured approach to analyse and resolve issues
• Ideally, experience with database systems and SQL
• Experience with AWS and / or MS Azure.
• Customer contact experience, communication and service-oriented.
• A thirst to learn and like bringing ideas to the table.

What Celonis can offer you:

• Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations.
• Ownership from Day 1: Every full-time \"Celonaut\" is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants.
• Unrivaled Family Support: Benefit from our inclusive parental leave policy-24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment.
• Work-Life Integration: Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration.
• Continuous Growth: Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform.
• Holistic Well-being: Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated \"Wellness Weeks\" that prioritize work/life balance.
• Drive Sustainability: Participate in annual Impact Days, where you receive paid time off to volunteer for community and environmental causes with your local office, or virtually.
• Global Inclusion & Belonging: Find community through our Inclusion Think Tank and participate in our annual Inclusion Days, ensuring every voice is heard and valued.
• Value-Driven Impact: Join a mission-led organization where our core values-Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future-drive every decision.

About Us:

Celonis is the trusted platform to industrialize Enterprise AI, empowering organizations to analyze, design, and operate AI-driven processes. The Celonis Platform is powered by the Celonis Context Model, which combines process data, business knowledge, and intelligence to create a living digital twin of the enterprise that AI can understand - turning AI's operational blind spots into operational clarity. Industry‑leading companies around the world trust Celonis and its global ecosystem of partners to make their AI agents, people, and systems work together, achieving transformational outcomes. Celonis is he