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Celonis · 2 weeks ago

US Only Job Description Template (Visa Sponsorship Not Offered)

Raleigh, US, North Carolina

Full-time

Hybrid

Senior Level

6+ years exp

Celonis is the global leader in Process Intelligence technology and one of the world's fastest-growing SaaS firms. They are seeking a 2nd Level Support Engineer to provide technical support for their global customers and partners, acting as the interface between customers and the internal support teams. The role involves handling complex support tickets, participating in root cause analysis, and contributing to service improvement initiatives.

AnalyticsArtificial Intelligence (AI)Big DataBusiness IntelligenceBusiness Process Automation (BPA)SaaS

No H1B

Responsibilities

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

Qualification

2nd Level SupportCelonis Process IntelligenceDatabase SystemsProgramming LanguageAI in SupportCustomer CommunicationCustomer Service FocusProblem Analysis

Required

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