Transforming inefficiencies into operational excellence
Celonis, headquartered at the World Trade Center in New York, NY, specializes in execution management and process mining solutions. With over 1,000 employees, the company has raised $1.8 billion in funding and serves a diverse range of industries including supply chain, manufacturing, and business i...
Celonis offers competitive health and wellbeing benefits for employees and their families, along with Restricted Stock Options (RSUs) that allow emplo...
Celonis fosters a unique culture rooted in process mining and execution management, emphasizing data-driven decision-making. The company values innova...
Celonis • Madrid, Spain
Celonis is hiring a Senior Software Support Engineer to provide expert technical support for their product suite. You'll be responsible for diagnosing and resolving complex technical issues. This role requires strong analytical skills and a deep understanding of Celonis infrastructure.
You have a strong background in technical support, ideally with experience in SaaS environments — you understand the importance of customer satisfaction and are committed to resolving issues efficiently. Your analytical skills are top-notch, allowing you to diagnose and troubleshoot complex technical problems effectively. You thrive in a collaborative environment, working closely with customers and internal teams to ensure seamless support operations. You are eager to deepen your technical expertise in Celonis infrastructure and software, contributing to a customer value-focused environment. You possess excellent communication skills, enabling you to articulate technical concepts clearly to both technical and non-technical stakeholders. You are proactive in driving continuous improvement in support processes, always looking for ways to enhance the customer experience.
In this role, you will provide 2nd Level technical support for customer issues across the Celonis Systems & Products, acting as a crucial interface between customers and internal teams. You will take ownership of complex cases, accepting, qualifying, and resolving them according to ITSM processes and KPI adherence. Your responsibilities will include performing detailed analysis and diagnosis of technical issues, ensuring timely recovery and resolution. You will collaborate with the Value Engineering & Delivery, Development, and Product Management organizations to drive improvements in support operations. You will also serve as a Technical Contact for Premier Customers, ensuring their needs are met with the highest level of service. Your role will involve documenting solutions and sharing knowledge with the team to foster a culture of continuous learning and improvement.
At Celonis, you will be part of a dynamic team that values innovation and collaboration. We offer a competitive salary and benefits package, along with opportunities for professional growth and development. You will work in a supportive environment where your contributions are recognized and valued. Join us in our mission to unlock productivity through Process Intelligence technology, and help shape the future of business processes.
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