Associate Support Engineer



Customer Service
Munich, Germany
Posted on Tuesday, June 18, 2024

We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.

Celonis Support Services team operates a 3-Level Support model, which includes a dedicated highly-trained team of Celonis experts located in our Celonis Support Centre. Our support engineers are familiar with the common challenges organizations face when deploying Celonis software and are able to quickly diagnose and support the questions regarding product-related issues our customers face and provide technical support for Celonis Process Management and Cloud-based Execution Management System products. You will report directly to the Team Lead Customer Support and you will be based in Munich, Germany

The Role:

As a core function of the position, you will be responsible for the analysis, diagnosis, and recovery of complex technical issues. This will involve close engagement and interaction with our Product and Engineering teams and at times our customers.

The work you’ll do:

  • Provide in-depth technical support for customer issues across one or more product areas of the Celonis platform
  • Drive and resolve complex Tickets according to ITSM processes
  • Qualify problems or defects for close collaboration with Celonis Development and Product Management
  • Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
  • Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organisation

The qualifications you need:

  • An education in the field of IT, Computer Science, Engineering, or similar.
  • First experience working as Technical Support Engineer, ideally experience handling complex technical issues.
  • A fundamental working ability of heterogeneous Linux/Unix systems.
  • Solid knowledge in one or more areas: SSO, JKS, Docker, Kubernetes, Datadog,
  • Have a structured approach to analyse and resolve issues
  • Ideally, experience with database systems and SQL
  • Initial experience with AWS and / or MS Azure.
  • Customer contact experience, communication and service-oriented.
  • A thirst to learn and like bringing ideas to the table.
  • Have very good English and German skills

What Celonis can offer you:

  • The unique opportunity to work with industry-leading process mining technology
  • Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
  • Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more)
  • Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)
  • A global and growing team of Celonauts from diverse backgrounds to learn from and work with
  • An open-minded culture with innovative, autonomous teams
  • Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
  • A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

About Us

Since 2011, Celonis has helped thousands of the world's largest and most valued companies deliver immediate cash impact, radically improve customer experience and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organisation has a common language about how the business works, visibility into where value is hidden and the ability to capture it. Celonis is headquartered in Munich (Germany) and New York (USA) and has more than 20 offices worldwide.

Get familiar with the Celonis Process Intelligence Platform by watching this video.

Join us as we make processes work for people, companies and the planet.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better.

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