As a member of the 2nd Level Support Team, you'll provide remote technical support to our global customers and partners regarding our software. You'll be the primary contact for planning, installing, and integrating our software, as well as for responding to and documenting technical inquiries. You'll act as the internal liaison between our customers and various departments, including consulting, data science, development, product management, and OEM partners. We seek someone enthusiastic about mastering Celonis Process Management Software and contributing to the growth of our Customer Support organization in Munich.

You'll work with modern technologies (e.g., AWS, MS Azure, Containers, Python) in a diverse, customer-specific, and cloud-based technology environment.

Your Responsibilities:

• Provide in-depth technical support for the Event Collections product area, which manages all data integration services within Celonis Process Management Software.
• Handle and resolve complex tickets escalated to the 2nd Level in line with our ITSM processes.
• Collaborate closely with Celonis Development and Product Management to address problems or defects.
• Serve as the designated technical contact for Process Modeling customers.
• Ensure adherence to KPIs based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs).
• Participate in and lead Root Cause Analysis (RCA) sessions to enhance our Support Knowledge base.
• Prepare and present webcasts on selected technical topics for customers and support staff.
• Engage with customers through preferred communication channels.
• Contribute to Continual Service Improvement (CSI) initiatives within Celonis and the Celonis Support Organization.

Your Qualifications:

• A completed education in IT, Computer Science, Engineering, or a related field.
• Fluency in German and English, both written and spoken.
• Proven experience as a Software Support Engineer handling complex technical issues in SaaS environments.
• Experience with major cloud platforms like AWS and MS Azure.
• Proficiency in SQL and writing SQL statements; additional database experience with Postgres or MySQL is a plus.
• Experience with Azure DevOps is advantageous.
• Familiarity with at least one programming language, preferably Java or Python, is a plus.
• Business Process Modeling experience is beneficial.
• A goal-oriented, independent, and structured approach to analyzing and solving complex problems in virtual and cloud-based environments.
• Strong communication and customer service skills.
• EU citizenship or existing rights to work in Germany are required; applications that do not meet these criteria will be rejected, as visa sponsorship is not provided.

Salary and Compensation:

The company has not published salary details, but based on similar roles related to SaaS, Python, DevOps, Java, Cloud, and Senior Engineer positions, the estimated salary range is $60,000 — $100,000/year.

Benefits:

• 401(k) with matching
• Distributed team
• Flexible work hours
• Vision, dental, and medical insurance
• Unlimited vacation and paid time off
• 4-day workweek
• Company retreats
• Coworking budget
• Learning budget
• Free gym membership
• Mental wellness budget
• Home office budget
• Option for payment in cryptocurrency
• Profit-sharing and equity compensation
• No whiteboard interviews or monitoring systems
• No workplace politics
• Inclusive hiring for all ages

Location:

Munich, Bavaria, Germany