Tech Stack

Description

As a 2nd Level Technical Support Engineer on the Celonis Support Services team, you'll diagnose and resolve complex technical issues across the Celonis Product Suite, acting as the key interface between global customers, partners, and internal teams. You'll drive incident resolution, participate in Root Cause Analysis, and contribute to continuous service improvement in a fast-paced SaaS environment.

Requirements

• Bachelor's in Computer Science, Engineering, or related IT field
• Minimum 3 years of Technical Support experience with complex issues and international customers
• ITIL v3 Foundation Certification
• AWS or Azure certification or experience in Kubernetes/containerized environments
• Proficient in Java or Python, experience with Linux/Unix and major databases (SAP HANA, Oracle, MS SQL Server)

Responsibilities

• Provide 2nd Level technical support for customer issues across Celonis Systems Products
• Serve as Technical Contact for Premier Customers
• Own and resolve complex cases according to ITSM processes and KPIs
• Perform analysis, diagnosis, and recovery of complex technical issues with customer and internal teams
• Participate in RCA cycles and contribute to Knowledge Base and Continual Service Improvement