Senior Customer Support Engineer

Celonis; Raleigh (NC); On-site; USD 60,000 - 90,000; Full time

Job summary

Join Celonis, a leader in Process Mining technology, as a Technical Support Engineer. In this role, you'll tackle complex technical issues, provide top-notch support, and improve customer experience. You’ll collaborate closely with product and engineering teams to resolve customer challenges, enhance your skills, and contribute to continual service improvements in a dynamic and innovative environment.

Benefits

Generous PTO

Hybrid working options

Company equity (RSUs)

Comprehensive benefits

Extensive parental leave

Gym subsidies

Counseling and well-being programs

Mentorship opportunities

Qualifications

• First experience as Technical Support Engineer or handling complex technical issues.
• Knowledge of AWS and/or MS Azure is a plus.
• Customer contact experience and communication-oriented.

Responsibilities

• Provide technical support for customer issues across the Celonis platform.
• Drive and resolve complex tickets according to ITSM processes.
• Engage in regular Root Cause Analysis (RCA) to improve the Support Knowledge base.

Skills

Linux/Unix Systems

SSO

Docker

Kubernetes

Datadog

SQL

Education

Education in IT, Computer Science, Engineering or similar

Job description

We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.

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 organizations 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 Process Management and Cloud-based Execution Management System products. You will report directly to the Team Lead Customer Support and you will be based in Raleigh, North Carolina. 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 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

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,
• 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.

Visa sponsorship is not offered for this role.

What Celonis Can Offer You:

• Pioneer Innovation:Work with the leading, award-winning process mining technology, shaping the future of business.
• Accelerate Your Growth:Benefit from clear career paths, internal mobility, a dedicated learning program, and mentorship opportunities.
• Receive Exceptional Benefits:Including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, andmuch more.
• Prioritize Your Well-being:Access to resources such as gym subsidies, counseling, and well-being programs.
• Connect and Belong:Find community and support through dedicated inclusion and belonging programs.
• Make Meaningful Impact:Be part of a company driven by strongvaluesthat guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future.
• Collaborate Globally:Join a dynamic, international team of talented individuals.
• Empowered Environment:Contribute your ideas in an open culture with autonomous teams.

About Us:

Celonis makes processes work for people, companies and the planet. The Celonis Process Intelligence Platform uses industry-leading process mining and AI technology and augments it with business context to give customers a living digital twin of their business operation. It’s system-agnostic and without bias, and provides everyone with a common language for understanding and improving businesses. Celonis enables its customers to continuously realize significant value across the top, bottom, and green line. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.

Get familiar with the Celonis Process Intelligence Platform by watching this video.

Celonis Inclusion Statement:

At Celonis, we believe our people make us who we are and that “The Best Team Wins”. We know that the best teams are made up of people who bring different perspectives to the table. And when everyone feels included, able to speak up and knows their voice is heard - that's when creativity and innovation happen.

Your Privacy:

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