Tech Stack

Description

As a Senior Technical Support Engineer at Celonis, you will be the expert interface between global customers and internal teams, diagnosing and resolving complex technical issues across the Celonis Product Suite. You'll drive continuous improvement in support operations and contribute to a SaaS-based, customer value-focused environment.

Requirements

• Bachelor's in Computer Science, Engineering, or related IT field
• Minimum 3 years of technical support experience handling complex issues
• ITIL v3 Foundation Certification
• Experience with cloud technologies like AWS or Azure, and Kubernetes/containerized environments
• Proficiency in at least one programming language (e.g., Java) or scripting language (e.g., Python)

Responsibilities

• Provide 2nd Level technical support for customer issues across Celonis Systems Products
• Serve as Technical Contact for Premier Customers
• Take ownership of complex cases, driving resolution according to ITSM processes and KPIs
• Perform analysis, diagnosis, and recovery of complex technical issues
• Participate in Root Cause Analysis (RCA) and Continual Service Improvement (CSI) cycles