Celonis · 3 hours ago
Senior Customer Support Engineer
Raleigh, US, North Carolina
Full-time
Hybrid
Senior Level
6+ years expCelonis is a global leader in Process Intelligence technology and one of the fastest-growing SaaS firms. The Senior Customer Support Engineer will provide 2nd Level Support for customers using Celonis products, acting as the main technical contact and resolving complex issues while collaborating with various teams within the organization.
AnalyticsArtificial Intelligence (AI)Big DataBusiness IntelligenceBusiness Process Automation (BPA)SaaS
No H1B
Responsibilities
Provide 2nd Level Support for Customer using Celonis On-Premise and Intelligent Business Cloud products
Named technical contact for Premium Support Customers
Accept, qualify, drive, and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
Qualify problems or defects for handover and collaboration with 3rd Level
KPI adherence based on external Service Level Agreements and Organizational Level Agreements
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
Coverage of on-call rotations as part of the global team
Qualification
Required
You hold a Bachelor of Computer Science or related degree
Have a minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements
Demonstrated use of AI in support administration, troubleshooting, documentation etc
Proficient in at least one programming language e.g. Java, or in a scripting language e.g. Python
Have experience with database systems (SAP HANA, Oracle, MS SQL Server)
Goal-oriented, independent, and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
Have senior customer communication and handling skills
Strong customer service focus
Passionate about topics like Execution Management, Process Mining, Big Data, Data Lake
Benefits
Generous PTO
Hybrid working options
Company equity (RSUs)
Comprehensive benefits
Extensive parental leave
Dedicated volunteer days
Company
Celonis
Celonis provides an execution management system that helps companies in running their business processes.
1001-5000 employees
Funding
Current Stage
Late StageTotal Funding
$2.37BKey Investors
Qatar Investment AuthorityKeyBanc Capital MarketsDurable Capital Partners,T. Rowe Price
2023-07-15Secondary Market
2022-08-23Series D· $400M
2022-08-23Debt Financing· $600M
Leadership Team
Alexander Rinke
Co-CEO
Bastian Nominacher
Co-CEO / Co-Founder
Recent News
2026-02-06
2026-02-04
2026-02-04
Company data provided by crunchbase