L2 Senior Technical Support Engineer

 

The Team:

Join the Celonis Support Services team, part of a 3-Level Support model, as a dedicated 2nd Level Technical Support Engineer. You will be located in Madrid and report directly to the Director of Customer Support.

The Role:

Our support engineers are highly-trained experts focused on diagnosing and resolving technical and product-related issues across the Celonis Product Suite. You will serve as the crucial interface between our global customers, partners and our internal Value Engineering & Delivery, Development, and Product Management organizations. We’re looking for someone eager to become a deep technical expert in Celonis infrastructure and software and contribute to a SaaS-based, customer value-focused environment.

The work you’ll do:

Your responsibilities are focused on expert technical analysis, resolution of complex incidents, and driving continuous improvement in support operations:

• Provide 2nd Level technical support for customer issues across Celonis Systems & Products. 
• Serve as a Technical Contact for Premier Customers.
• Take ownership of complex cases - accepting, qualifying, driving, and resolving them according to ITSM processes and KPI adherence.
• As a core function, perform analysis, diagnosis, and recovery of complex technical issues, often requiring direct engagement with customers and internal Product and Engineering teams.
• Participate in Root Cause Analysis (RCA) cycles to improve the team's support Knowledge Base.
• Contribute actively to Continual Service Improvement (CSI) cycles and initiatives including Knowledge Centred Service (KCS)
• Prepare and deliver Webcasts on selected technical topics to customers and internal support staff.
• Participate in an on-call schedule to ensure continuous global coverage.

The qualifications you need:

• Education: Bachelor of Computer Science, Engineering, or a related degree in the field of IT.
• Experience: Minimum 3 years of proven Technical Support experience handling complex technical issues and international customer inquiries whilst adhering to Service Level Agreements.
• Certification: ITIL v3 Foundation Certification; additional ITIL certification is a plus.
• Cloud Technologies: AWS or Azure certification and/or working experience in a mid to large sized Kubernetes / containerised environment.
• Systems Administration: Proven experience with heterogeneous Linux/Unix systems.
• Coding Skills: Proficient in at least one programming language (e.g., Java) or a scripting language (e.g., Python).
• Databases: Experience with major database systems (e.g., SAP HANA, Oracle, MS SQL Server).
• Problem Solving: Goal-oriented, independent, and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.