Tech Stack

Description

As a 2nd Level Technical Support Engineer, you will serve as the interface between global customers, partners, and internal teams, diagnosing and resolving complex technical issues on the Celonis Product Suite while driving continuous improvement.

Requirements

• Bachelor's in Computer Science, Engineering, or related IT field
• Minimum 3 years of Technical Support experience with international customer inquiries
• ITIL v3 Foundation Certification
• AWS or Azure certification or experience in Kubernetes/containerized environment
• Proficient in at least one programming language (e.g., Java) or scripting (e.g., Python)

Responsibilities

• Provide 2nd Level technical support for customer issues across Celonis Systems Products
• Serve as Technical Contact for Premier Customers
• Own complex cases from acceptance to resolution per ITSM processes
• Perform analysis, diagnosis, and recovery of complex technical issues engaging with customers and internal teams
• Participate in Root Cause Analysis and Continual Service Improvement cycles