Senior Software Support Engineer
hace 6 días
Senior Software Support Engineer – Celonis, MadridCelonis is the global leader in Process Intelligence technology. We are looking for a technically skilled Support Engineer to provide 2nd level technical support for our customers in Madrid.The TeamSupport Services team, part of a 3‑Level Support model; 2nd Level Technical Support Engineer. Reports directly to Director of Customer Support.The RoleDiagnose and resolve technical and product‑related issues across the Celonis Product Suite. Serve as key interface between customers, partners, and internal teams.ResponsibilitiesProvide 2nd Level technical support for customer issues across Celonis systems and products.Serve as a Technical Contact for Premier Customers.Take ownership of complex cases—accepting, qualifying, driving, and resolving them according to ITSM processes and KPI adherence.Perform analysis, diagnosis, and recovery of complex technical issues, often requiring direct engagement with customers and internal Product and Engineering teams.Participate in Root Cause Analysis cycles to improve the team’s support Knowledge Base.Contribute actively to Continual Service Improvement cycles and initiatives including Knowledge‑Centred Service (KCS).Prepare and deliver webcasts on selected technical topics to customers and internal support staff.Participate in an on‑call schedule to ensure continuous global coverage.QualificationsEducation: Bachelor of Computer Science, Engineering, or related IT field.Experience: Minimum 3 years of proven technical support experience handling complex technical issues and international customer inquiries while adhering to SLA.Certification: ITIL v3 Foundation Certification; additional ITIL certification is a plus.Cloud Technologies: AWS or Azure certification and/or working experience in a mid‑to‑large sized Kubernetes/containerised environment.Systems Administration: Proven experience with heterogeneous Linux/Unix systems.Coding Skills: Proficient in at least one programming language (e.g., Java) or scripting language (e.g., Python).Databases: Experience with major database systems (e.g., SAP HANA, Oracle, MS SQL Server).Problem Solving: Goal‑oriented, independent, structured approach to analysis and solution of complex problems in virtual and cloud‑based environments.What Celonis Can Offer YouPioneer Innovation: Work with leading, award‑winning process mining technology.Accelerate Your Growth: Career paths, internal mobility, dedicated learning program, and mentorship opportunities.Exceptional Benefits: Generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days.Well‑being: Gym subsidies, counseling, well‑being programs.Inclusion & Belonging: Dedicated inclusion and belonging programs.Meaningful Impact: Values focused on Customer Value, The Best Team Wins, We Own It, Earth Is Our Future.Global Collaboration: International team across dynamism worldwide.Empowered Environment: Open culture with autonomous teams.About CelonisCelonis makes processes work for people, companies, and the planet.#J-18808-Ljbffr
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