Role:
As a member of the 2nd Level Support Team, you will provide remote technical support to our global customers and partners for all inquiries related to our software.

You will serve as the primary point of contact for planning, installing, and integrating our software, as well as for answering and documenting technical questions. You will act as an internal link between our customers and the teams in Consulting, Data Science, Development, Product Management, and OEM partners. 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.

In this role, you will work with modern technologies such as AWS, MS Azure, containers, and Python in a broad, customer-specific, cloud-based environment.

Your tasks:
– Provide advanced technical support for the Event Collections product area, which coordinates all data integration services within Celonis Process Management Software
– Investigate, drive, and resolve complex escalated or forwarded tickets in line with our ITSM processes
– Assess and validate issues or defects in close collaboration with Celonis Development and Product Management
– Serve as the designated technical contact for Process Modeling customers
– Meet KPIs aligned with external SLAs and internal OLAs
– Participate in and lead 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 through the assigned and preferred communication channels
– Contribute to Continuous Service Improvement (CSI) initiatives within Celonis and the Celonis Support organization

Qualifications you bring:
– Completed education in IT, Computer Science, Engineering, or a related field
– Fluency in German and English (written and spoken)
– Proven experience as a Software Support Engineer handling complex technical issues for SaaS-based solutions
– Experience with major cloud platforms such as AWS and MS Azure
– Experience with SQL and writing SQL queries; 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 working with customers; strong communication skills and a service-oriented mindset
– Valid EU citizenship or the right to work in Germany—applications that do not meet these requirements will be automatically rejected; we do not provide visa sponsorship.

$60,000 — $100,000/year