Tech Stack

Description

You will provide 2nd level technical support for global customers using Celonis Process Intelligence software, acting as the interface between customers, partners, and internal teams. You'll diagnose and resolve product issues, drive root cause analysis, and contribute to knowledge base improvement in a fast-growing SaaS company.

Requirements

• Bachelor of Computer Science or related degree
• Active Government Clearance (Public Trust, Secret, or Top Secret) with 18+ months remaining eligibility
• Minimum 6 years of 2nd level support experience handling international customer inquiries with SLAs
• Proficiency in at least one programming or scripting language (e.g., Java, Python)
• Experience with database systems (SAP HANA, Oracle, MS SQL Server)

Responsibilities

• Provide 2nd level support for Celonis On-Premise and Cloud products
• Act as named technical contact for Premium Support customers
• Accept, qualify, drive, and resolve complex tickets according to ITSM processes
• Participate in Root Cause Analysis cycles to improve support knowledge base
• Prepare and deliver webcasts on selected technical topics