🛠 Tech Stack

💼 About This Role

You'll provide 2nd Level Support for Celonis On-Premise and Cloud products, becoming the technical interface between customers and internal teams. You'll drive resolution of complex tickets and contribute to Root Cause Analysis cycles. This role offers the chance to become an expert in Process Intelligence software.

🎯 What You'll Do

• Provide 2nd Level Support for Celonis On-Premise and Cloud products
• Serve as named technical contact for Premium Support Customers
• Accept, qualify, drive, and resolve complex tickets per ITSM processes
• Participate in Root Cause Analysis cycles to improve knowledge base

📋 Requirements

• Government Clearance (Public Trust, Secret or Top Secret) with 18+ months remaining
• Minimum 6 years of 2nd Level Support experience handling international customer inquiries under SLAs
• Proficient in at least one programming or scripting language like Java or Python
• Experience with database systems like SAP HANA, Oracle, or MS SQL Server

✨ Nice to Have

• Demonstrated use of AI in support administration
• Experience with process mining or Big Data technologies
• Knowledge of Celonis software

🎁 Benefits & Perks

• 🏖️ Unlimited PTO
• 👶 24 weeks paid parental leave for primary carers
• 🎁 Restricted Stock Units for every full-time employee
• 🧘 Wellhub memberships and mental health counseling
• 🌍 Annual Impact Days for volunteering

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Call· 30 min
2. 2Technical Interview· 60 min
3. 3Role-specific Assessment· 60 min

🚩 Heads Up

• Requires active Government Clearance with remaining eligibility, which may be hard to obtain