About the job
At Celonis, we are pioneering the future of Process Intelligence technology, standing as a global leader and one of the fastest-growing SaaS companies. Our mission is to unleash productivity by integrating AI, data, and intelligence into core business processes. We invite you to be a part of this transformative journey!
The Team:
Join our dynamic Celonis Support Services team, a vital component of our 3-Level Support model, as an accomplished 2nd Level Technical Support Engineer. You will be based in the vibrant city of Madrid and report directly to the Director of Customer Support.
The Role:
As a Senior Technical Support Engineer, you will be an integral part of our support structure, specializing in diagnosing and resolving intricate technical and product-related challenges across the Celonis Product Suite. Your role will establish a vital link between our esteemed global customers, partners, and our internal teams in Value Engineering, Delivery, Development, and Product Management. We are seeking an individual passionate about becoming a technical authority on Celonis infrastructure and software, contributing significantly to a SaaS-focused environment centered on delivering customer value.
Your Key Responsibilities:
- Deliver expert 2nd Level technical support for customer inquiries across Celonis Systems & Products.
- Act as a Technical Liaison for Premier Customers, ensuring their needs are met with precision.
- Own complex cases, managing them according to ITSM processes and adhering to established KPIs.
- Conduct analysis, diagnosis, and resolution of sophisticated technical issues, collaborating closely with customers and internal Product and Engineering teams.
- Engage in Root Cause Analysis (RCA) cycles to enhance the team's support Knowledge Base.
- Contribute proactively to Continuous Service Improvement (CSI) initiatives, including Knowledge-Centered Service (KCS).
- Prepare and present Webcasts on selected technical topics for customers and internal teams.
- Participate in an on-call rotation to ensure continuous global support coverage.

