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Senior Technical Support Engineer

CelonisMadrid, Spain
On-site Full-time

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Experience Level

Senior

Qualifications

To excel in this role, you should have:Education: A Bachelor's degree in Computer Science, Engineering, or a related IT field. Experience: At least 3 years of proven experience in Technical Support, adept at managing complex technical issues and international customer inquiries while adhering to Service Level Agreements. Certifications: Relevant industry certifications (e.g., ITIL, HDI) are a plus. Skills: Strong analytical skills, excellent communication abilities, and a passion for problem-solving in a fast-paced environment.

About the job

At Celonis, we are the pioneers in Process Intelligence technology and one of the fastest-growing SaaS companies globally. Our mission is to elevate productivity by integrating AI, data, and intelligence into business processes. We invite you to be part of this transformative journey!

The Team:

Join our dynamic Celonis Support Services team, which is an integral part of our 3-Level Support model. As a dedicated 2nd Level Technical Support Engineer based in Madrid, you will report directly to our Director of Customer Support.

The Role:

As a Senior Technical Support Engineer, you will leverage your expertise to diagnose and resolve complex technical and product-related issues within the Celonis Product Suite. You will be the vital link between our global customers, partners, and our internal teams in Value Engineering & Delivery, Development, and Product Management. We are seeking an individual who is passionate about becoming an authority in Celonis infrastructure and software while fostering a customer-centric, SaaS-focused environment.

Your Responsibilities Include:

  • Delivering expert 2nd Level technical support for customer inquiries related to Celonis Systems & Products.
  • Acting as a Technical Contact for our Premier Customers.
  • Taking ownership of complex cases, ensuring they are qualified, driven, and resolved in line with ITSM processes and KPI standards.
  • Conducting analysis, diagnosis, and recovery of intricate technical issues, often engaging directly with customers and our internal Product and Engineering teams.
  • Participating in Root Cause Analysis (RCA) cycles to enhance our support Knowledge Base.
  • Contributing to Continual Service Improvement (CSI) initiatives, including Knowledge Centred Service (KCS).
  • Preparing and presenting Webcasts on selected technical topics for customers and internal staff.
  • Participating in an on-call rotation to guarantee continuous global coverage.

About Celonis

Celonis is at the forefront of Process Intelligence technology, transforming how businesses operate by harnessing the power of AI and data insights. As a rapidly growing SaaS leader, we are committed to innovation and excellence. Join us in our mission to unlock productivity and drive success for our clients worldwide.

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