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.

L2 Senior Technical Support Engineer