Senior Customer Support Engineer

The Team:

Celonis Support Services team operates a 3-Level Support model, which includes a dedicated highly-trained team of Celonis experts located in our Celonis Support Centre. Our support engineers are familiar with the common challenges organizations face when deploying Celonis software and are able to quickly diagnose and support the questions regarding product-related issues our customers face and provide technical support for Celonis On-Premise and Cloud-based Execution Management System products. You will report directly to the Team Lead Customer Support and you will be based in Bangalore, India.

The Role:

As part of 2nd Level Support Team you will take over the technical support (remote) of our global customers and partners for all questions related to our software. You will form the interface between our customers, partners and our customer success & delivery, development and product management organization. We are looking for someone that is eager to become an expert in Celonis Execution Management Software and grow our Customer Support organization in our Raleigh office. You will be involved in current topics in a customer value focused and cloud based technology environment. 

The work you’ll do:

• Provide 2nd Level Support for Customer using Celonis On-Premise and Intelligent Business Cloud products
• Named technical contact for Premium Support Customers
• Accept, qualify, drive and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
• Qualify problems or defects for handover and collaboration with 3rd Level
• KPI adherence based on external Service Level Agreements and Organizational Level Agreements
• Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
• Prepare and deliver Webcasts to customers and support staff on selected technical topics
• Collaborate with customers based on given and preferred communication channels
• Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organization Participate in 24/7 shift schedule

The qualifications you need:

• You hold a Bachelor of Computer Science or related degree
• Have minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements
• Obtained ITIL, ITIL v3 Foundation Certification, any additional ITIL certification is seen as a plus
• Have proven experience in administration of heterogeneous Linux/Unix systems and deep knowledge in SAML, SSO, LDAP, JKS
• Proficient in at least one programming language e.g. Java, or in a scripting language e.g. Python
• Have experience with database systems (SAP HANA, Oracle, MS SQL Server)
• Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
• Have senior customer communication and handling skills
• Strong customer value and service-oriented mindset 
• Passionate about topics like Execution Management, Process Mining, Big Data, Data Lake 

Last updated on Aug 23, 2024