Role:

As part of the 2nd Level Support Team, you will provide remote technical support to our global customers and partners for all questions related to our software.

You will be the primary point of contact for planning, installing, and integrating our software, as well as for answering and documenting technical questions. You will serve as the internal link between our customers and our consulting, data science, development, product management, and OEM partner teams. We are looking for someone who is eager to become an expert in Celonis Process Management Software and help grow our Customer Support organization in our Munich office.

You will work with current technologies (e.g., AWS, MS Azure, containers, and Python) in a broad, customer-specific, cloud-based technology environment.

Your tasks:

• Provide in-depth technical support to customers for the Event Collections product area, which coordinates all data integration services within Celonis Process Management Software

• Investigate, drive, and resolve complex tickets that have been escalated or forwarded to 2nd level support, following our ITSM processes

• Assess and qualify issues or defects for close collaboration with Celonis Development and Product Management

• Act as the named technical contact for Process Modeling customers

• Meet KPIs in line with external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)

• Participate in and drive regular Root Cause Analysis (RCA) cycles to improve the Support knowledge base

• Prepare and deliver webcasts to customers and support staff on selected technical topics

• Collaborate with customers via the assigned and preferred communication channels

• Contribute to Continual Service Improvement (CSI) initiatives and cycles within Celonis and the Celonis Support organization

Qualifications you bring:

• Completed education in IT, Computer Science, Engineering, or a related field

• Business fluency (written and spoken) in German and English

• Proven experience as a Software Support Engineer handling complex technical issues with SaaS-based solutions

• Experience with major cloud platforms such as AWS and MS Azure

• Experience with SQL and writing SQL statements; additional database experience such as Postgres or MySQL is a plus

• Experience with Azure DevOps is a plus

• Experience with at least one programming language, preferably Java or Python, is a plus

• Experience with Business Process Modeling is a plus

• A goal-oriented, independent, and structured approach to analyzing and solving complex problems in virtual and cloud-based environments

• Comfort with customer interaction; strong communication skills and a service-oriented mindset

• Existing EU citizenship or existing right to work in Germany—applications that do not meet these requirements will be automatically rejected; we do not offer visa sponsorship.

$60,000 — $100,000/year