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 seeking a Senior Technical Support Engineer to provide expert technical analysis and resolution of complex incidents for their product suite. This role requires strong problem-solving 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 intricacies of diagnosing and resolving technical issues and are eager to become a deep technical expert in Celonis infrastructure and software. You thrive in a customer-focused environment and are passionate about delivering exceptional support to clients. Your communication skills are top-notch, allowing you to effectively interface with global customers and internal teams. You are detail-oriented and possess a strong analytical mindset, enabling you to tackle complex technical challenges with confidence. You are committed to continuous improvement and are always looking for ways to enhance support operations and customer satisfaction.
Experience with ITSM processes and KPI adherence is a plus — you understand the importance of following structured processes to ensure efficient case management. Familiarity with Celonis products or similar process intelligence technologies would be beneficial, as it will help you quickly adapt to the role and provide effective support to customers. A proactive approach to learning and development is essential, as you will be expected to stay updated on product changes and enhancements.
As a Senior Technical Support Engineer at Celonis, you will provide 2nd Level technical support for customer issues across the Celonis Systems & Products. You will take ownership of complex cases, accepting, qualifying, driving, and resolving them according to established ITSM processes. Your role will involve performing in-depth analysis, diagnosis, and recovery of complex technical issues, often serving as a crucial interface between our global customers, partners, and internal teams. You will collaborate closely with the Value Engineering & Delivery, Development, and Product Management organizations to ensure that customer needs are met and that issues are resolved efficiently. You will also contribute to driving continuous improvement in support operations, identifying areas for enhancement and implementing best practices to optimize the support experience for our customers.
At Celonis, we offer a dynamic work environment where you can grow your skills and advance your career. You will have the opportunity to work with cutting-edge technology in the field of Process Intelligence and be part of a team that is dedicated to unlocking productivity for businesses worldwide. We value our employees and provide a supportive culture that encourages collaboration and innovation. You will receive competitive compensation and benefits, along with opportunities for professional development and growth within the company. Join us in making a significant impact on how organizations leverage data and intelligence to improve their business processes.
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