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Senior Customer Support Engineer at Celonis | Raleigh, NC

CelonisRaleigh, US, North Carolina
On-site Full-time

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Experience Level

Senior

Qualifications

Candidates should possess a strong understanding of customer support practices and a passion for technology. Familiarity with Celonis software or similar platforms is advantageous. Effective communication skills, both verbal and written, are essential. A commitment to continuous improvement and problem-solving is highly valued.

About the job

Celonis specializes in Process Intelligence and pioneered Process Mining technology. The company develops enterprise SaaS solutions that use advanced AI and the Process Intelligence Graph to help organizations transform data into actionable strategies. Celonis is committed to increasing productivity and sustainability by integrating intelligence into business processes around the world.

The Support Services team at Celonis operates with a structured 3-Level Support model. Based in the Support Center, this group includes experienced engineers who address the challenges organizations encounter when deploying Celonis software. Support engineers work with both On-Premise and Cloud-based Execution Management System products, focusing on fast diagnosis and resolution of technical issues. The Senior Customer Support Engineer position reports to the Team Lead of Customer Support and is ideally located in Raleigh, NC.

Role overview

This role is part of the 2nd Level Support Team and delivers remote technical support to global customers and partners. Acting as a bridge between customers, partners, and internal teams (including customer success, delivery, development, and product management), the Senior Customer Support Engineer is expected to deepen expertise in Process Intelligence Software and help grow Customer Support operations in Raleigh.

Main responsibilities

  • Deliver 2nd Level Support for Celonis On-Premise and Intelligent Business Cloud products.
  • Act as the technical contact for Premium Support Customers.
  • Receive, assess, resolve, and escalate complex support tickets in line with ITSM processes.
  • Identify issues or defects and collaborate with the 3rd Level support team as needed.
  • Achieve KPIs tied to external Service Level Agreements and Organizational Level Agreements.
  • Participate in regular Root Cause Analysis cycles to strengthen the Support Knowledge Base.
  • Prepare and deliver webcasts on technical topics for customers and support staff.
  • Communicate with customers using their preferred channels.
  • Contribute to Continual Service Improvement initiatives within Celonis.

About Celonis

Celonis, a leader in Process Intelligence, is dedicated to delivering innovative solutions that drive operational excellence across various industries. With a focus on leveraging AI and data analytics, Celonis enables organizations to enhance efficiency and sustainability.

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