Lead Customer Support Engineer

vor 4 Wochen

Munich, Bayern, Deutschland Celonis Vollzeit

About Celonis:

Celonis stands as the global frontrunner in Process Mining technology and is recognized as one of the fastest-growing SaaS enterprises worldwide. We are committed to enhancing productivity by embedding data and intelligence into business operations, and we are seeking talented individuals to contribute to this mission.

Role Overview:

In the capacity of a Senior Customer Support Engineer within our 2nd Level Support Team, you will be responsible for providing remote technical assistance to our international clientele and partners regarding our software solutions.

You will serve as the primary liaison for the planning, installation, and integration of our software, addressing and documenting technical inquiries. This role requires you to act as the internal bridge between our customers and various departments, including consulting, data science, development, product management, and OEM partners. We are looking for an individual who is enthusiastic about mastering Celonis Process Management Software and enhancing our Customer Support division in Munich.

You will engage with contemporary technologies (e.g., AWS, MS Azure, Containers, Python) and operate within a diverse, customer-oriented, and cloud-based technological landscape.

Key Responsibilities:

  • Deliver in-depth technical support for customers in the Product area of Event Collections, which manages all data integration services within Celonis Process Management Software.
  • Address and resolve intricate tickets that have been escalated to the 2nd Level, adhering to our ITSM protocols.
  • Assess problems or defects for close collaboration with Celonis Development and Product Management teams.
  • Act as the designated technical contact for Process Modeling customers.
  • Ensure compliance with KPIs based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
  • Participate in and lead regular Root Cause Analysis (RCA) sessions to enhance our Support Knowledge Base.
  • Prepare and present webcasts to customers and support personnel on selected technical subjects.
  • Collaborate with customers through preferred communication channels.
  • Contribute to Continual Service Improvement (CSI) initiatives within Celonis and the Support Organization.

Required Qualifications:

  • A degree in IT, Computer Science, Engineering, or a related field.
  • Proficiency in both German and English, with strong written and verbal communication skills.
  • Proven experience as a Software Support Engineer, adept at managing complex technical challenges with SaaS solutions.
  • Familiarity with at least one programming language, preferably Java or Python.
  • Experience with major cloud platforms such as AWS and MS Azure.
  • Proficient in SQL and capable of writing SQL statements; additional database experience with Postgres or MySQL is advantageous.
  • Familiarity with Azure DevOps is a plus.
  • Experience in Business Process Modeling is beneficial.
  • A structured, goal-oriented approach to analyzing and resolving complex issues in virtual and cloud environments.
  • Strong communication skills and a customer-oriented mindset.
  • Must possess EU citizenship or valid work rights for Germany; applications lacking these criteria will not be considered.

What We Offer:

  • An exceptional opportunity to work with leading process mining technology.
  • Commitment to your personal and professional development through clear career paths, internal mobility opportunities, and mentorship programs.
  • Competitive compensation and benefits, including equity options, life insurance, generous parental leave, and more.
  • Support for physical and mental well-being, including subsidized gym memberships and access to counseling services.
  • A diverse and growing team of professionals to collaborate with.
  • An inclusive culture that values innovation and autonomy.
  • Business Resource Groups to foster connection and belonging.
  • A clear set of guiding principles that drive our operations: Customer Value, Team Excellence, Ownership, and Sustainability.

About Us:

Since its inception in 2011, Celonis has empowered numerous leading global companies to achieve immediate financial impact, significantly enhance customer experiences, and reduce carbon footprints. Our Process Intelligence platform leverages state-of-the-art process mining technology and AI to provide organizations with a dynamic digital representation of their end-to-end processes. This innovation enables a unified understanding of business operations, revealing hidden value and facilitating its capture. Celonis operates from Munich and New York, with a presence in over 20 locations worldwide.

Celonis is an equal opportunity employer, dedicated to fostering a diverse and inclusive workplace for all employees.

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