About the Role
Title: Senior Customer Support Engineer (2nd Line)
Location: Munich, Germany
Job Description:
We’re Celonis, the global leader in Process Mining technology and one of the world’s fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes – and for that, we need you to join us.
The Role:
As part of the 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 be primary contact for the planning, installation and integration of our software, as well as for answering and documenting technical questions. You will form the internal interface between our customers and our consulting, data science, development, product management and OEM partner. We are looking for someone that is eager to become an expert in Celonis Process Management Software and grow our Customer Support organization in our Munich office.
You will be working with current technologies (e.g. AWS, MS Azure, Containers, Python ) and work in a broad, customer-specific and cloud based technology environment.
The work you’ll do:
- Provide deep technical Support for Customer on Product area Event Collections, which orchestrates all Data integration services within Celonis Process Management Software
- Drive and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
- Qualify problems or defects for close collaboration with Celonis Development and Product Management
- Named technical contact for Process Modeling Customers
- KPI adherence based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
- 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
The qualifications you need:
- Have completed an Education in the field of IT, Computer Science, Engineering or similar
- Have demonstrated Software Support Engineer experience handling complex technical issues with SaaS based Solutions
- Business Process Modeling experience
- Experience with .net environment (Microsoft environment – infrastructure & development tools) Demonstrated Knowledge of Azure
- Are experienced in at least one programming language, preferably Java or Python
- Expertise in databases such as Azure, GoogleBigQuery and/or others as well as an ability to write and debug SQL
- Have first experience with major Cloud Platforms such as AWS and MS Azure
- Have a goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
- Are not afraid of customer contact and you are communicative and service-oriented
- Are passionate about Process Modeling
- Have very good German and English skills
- Holder of a EU citizenship/existing rights to work for Germany