L2 Senior Technical Support Engineer
Celonis is seeking a dedicated L2 Senior Technical Support Engineer to join our Support Services team in Madrid, Spain. As a global leader in Process Intelligence technology, Celonis is at the forefront of transforming business processes through AI and data-driven insights. This role offers the opportunity to work within a dynamic, customer-focused environment, contributing to the continuous improvement of our SaaS-based solutions.
In this position, you will provide second-level technical support for customer issues across the Celonis product suite. Responsibilities include serving as a technical contact for premier customers, diagnosing and resolving complex technical incidents, and collaborating with internal teams such as Value Engineering, Development, and Product Management. You will also participate in root cause analysis cycles, contribute to the support knowledge base, and deliver webcasts on technical topics to customers and internal staff.
The ideal candidate holds a Bachelor's degree in Computer Science, Engineering, or a related IT field, with a minimum of three years of proven technical support experience. Essential qualifications include ITIL v3 Foundation Certification, proficiency in programming languages such as Java or Python, and experience with major database systems like SAP HANA, Oracle, or MS SQL Server. A goal-oriented, independent, and structured approach to problem-solving in virtual and cloud-based environments is crucial.
Celonis offers a comprehensive benefits package, including generous paid time off, hybrid working options, company equity (RSUs), extensive parental leave, and dedicated volunteer days. Employees have access to resources such as gym subsidies, counseling, and well-being programs, supporting a healthy work-life balance.
Joining Celonis means becoming part of a company driven by strong values: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future. With a dynamic, international team and an open culture that encourages innovation and autonomy, Celonis provides ample opportunities for professional growth and meaningful impact.