Job Senior Customer Support Engineer Level 2 en Remote

The Role:

As part of the 2nd Level Support Team you will take over the technical support (remote) of our global customers and partners for all questions related to our software.

You will be primary contact for the planning, installation and integration of our software, as well as for answering and documenting technical questions. You will form the internal interface between our customers and our consulting, data science, development, product management and OEM partner.  We are looking for someone that is eager to become an expert in Celonis Process Management Software and grow our Customer Support organization in our Munich office.

You will be working with current technologies  (e.g. AWS, MS Azure, Containers, Python ) and work in a broad, customer-specific and cloud based technology environment.

The work you’ll do:

• Provide deep technical Support for Customer on Product area Event Collections, which orchestrates all Data integration services within Celonis Process Management Software
• Drive and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
• Qualify problems or defects for close collaboration with Celonis Development and Product Management
• Named technical contact for Process Modeling Customers
• KPI adherence based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
• Prepare and deliver Webcasts to customers and support staff on selected technical topics
• Collaborate with customers based on given and preferred communication channels
• Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organization
  

The qualifications you need:

• Have completed an Education in the field of IT, Computer Science, Engineering or similar
• Have business fluency (written and oral) in German and English 
• Have demonstrated Software Support Engineer experience handling complex technical issues with SaaS based Solutions
• Experience with major Cloud Platforms such as AWS and MS Azure
• Experience of working with SQL and writing SQL Statements, other database experience such as Postgres or MySQL is a plus
• Experience with Azure DevOps would be a plus
• Experience in at least one programming language, preferably Java or Python would be a plus
• Business Process Modeling experience would be a plus
• Have a goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
• Are not afraid of customer contact and you are communicative and service-oriented
• Existing holder of EU citizenship or existing rights to work for Germany - any applications that do not meet these requirements will automatically be rejected, we do not offer visa sponsorship.

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