Customer Support Engineer

We're Celonis, the global leader in process mining technology, and we’ve delivered enormous value to the world’s largest and most esteemed companies. To continue to help organizations uncover hidden business value opportunities, reduce carbon emissions, and radically improve customer service, we need you to join us.

**The Team**:
Celonis Support Services team operates a 3-Level Support model, which includes a dedicated highly-trained team of Celonis experts located in our Celonis Support Centre. Our support engineers are familiar with the common challenges organisations face when deploying Celonis software and are able to quickly diagnose and support the questions regarding product-related issues our customers face and provide technical support for Celonis On-Premise and Cloud-i9=Celonis Support Services team operates a 3-Level Support model, which includes a dedicated highly-trained team of Celonis experts located in our Celonis Support Centre. Our support engineers are familiar with the common challenges organisations face when deploying Celonis software and are able to quickly diagnose and support the questions regarding product-related issues our customers face and provide technical support for Celonis On-Premise and Cloud-based Systems & Products.

You will report directly to the Team Lead Customer Support and you will be based in Madrid, Spain.

**The Role**:
As a core function of the position, you will be responsible for the analysis, diagnosis, and recovery of complex technical issues.

This will involve close engagement and interaction with our Product and Engineering teams and at times our customers.

**The work you’ll do**:

- Provide in-depth technical support for customer issues across multiple Celonis Systems & Products
- Drive and resolve complex Tickets according to ITSM processes
- Qualify problems or defects for close collaboration with Celonis Development and Product Management
- Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
- Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organisation\

**The qualifications you need**:

- An education in the field of IT, Computer Science, Engineering, or similar.
- First experience working as Technical Support Engineer, ideally experience handling complex technical issues.
- A fundamental working ability of heterogeneous Linux/Unix systems.
- Knowledge in one or more areas: SSO, JKS, Docker, Kubernetes, Datadog,
- Have a structured approach to analyse and resolve issues
- Ideally, experience with database systems and SQL
- Experience with AWS and / or MS Azure.
- Customer contact experience, communication and service-oriented.
- A thirst to learn and like bringing ideas to the table

**What Celonis can offer you**:

- The unique opportunity to work within a new category of technology, Process Intelligence
- Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
- Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more). For intern and working student benefits, click here
- Physical and mental well-being support (subsidized gym membership, access to counselling, virtual events on well-being topics, and more)
- A global and growing team of Celonauts from diverse backgrounds to learn from and work with
- An open-minded culture with innovative, autonomous teams
- A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, Earth Is Our Future

**About Us**

Since 2011, Celonis has helped thousands of the world’s largest and most esteemed companies yield immediate cash impact, radically improve customer experience, and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organization has a common language for how the business runs, visibility into where value is hiding, and the ability to capture it. Celonis is headquartered in Munich, Germany and New York City, USA with more than 20 offices worldwide.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the princi