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.

Requirements

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

Pioneer Innovation: Work with the leading, award-winning process mining technology, shaping the future of business.
Accelerate Your Growth: Benefit from clear career paths, internal mobility, a dedicated learning program, and mentorship opportunities.
Receive Exceptional Benefits: Including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, and much more. Interns and working students explore your benefits here.
Prioritize Your Well-being: Access to resources such as gym subsidies, counseling, and well-being programs.
Connect and Belong: Find community and support through dedicated inclusion and belonging programs.
Make Meaningful Impact: Be part of a company driven by strong values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future.
Collaborate Globally: Join a dynamic, international team of talented individuals.
Empowered Environment: Contribute your ideas in an open culture with autonomous teams.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

2nd Level SupportAI in support administrationJavaPythonSAP HANAOracleMS SQL ServerRoot Cause AnalysisITSM processesService Level Agreements

Soft Skills

goal-orientedindependentstructured problem solvingsenior customer communicationcustomer service focus

Certifications

Bachelor of Computer Science