Senior Customer Support Engineer
Celonis is seeking a Senior Customer Support Engineer to join our 2nd Level Support Team, providing remote technical assistance to global customers and partners. This role serves as a critical interface between clients and our internal teams, including customer success, development, and product management. The position is based in Washington, D.C., and requires an active government clearance with at least 18 months to 2 years of remaining eligibility.
In this role, you will provide second-level support for customers using Celonis On-Premise and Intelligent Business Cloud products. Responsibilities include acting as the named technical contact for premium support customers, managing and resolving complex tickets escalated to the second level, and collaborating with third-level support to address issues. You will also participate in regular root cause analysis cycles to enhance our support knowledge base and contribute to continual service improvement initiatives.
The ideal candidate holds a Bachelor's degree in Computer Science or a related field and has a minimum of six years of experience in second-level support, handling international customer inquiries in accordance with service level agreements. Proficiency in at least one programming language, such as Java or Python, and experience with database systems like SAP HANA, Oracle, or MS SQL Server are required. A goal-oriented, independent, and structured approach to problem-solving in virtual and cloud-based environments, along with strong customer communication skills, is essential.
Celonis offers a competitive base salary ranging from $100,000 to $117,000 USD, depending on qualifications and experience. The total compensation package includes base salary, bonus or commission, equity, and benefits such as health, dental, life insurance, 401(k), and paid time off.
Joining Celonis means becoming part of a global leader in process mining and the Process Intelligence Graph, shaping the future of AI-driven business operations. We provide ownership from day one, with every full-time employee receiving restricted stock units and merit-based refresh grants. Our inclusive parental leave policy offers 24 weeks of fully paid leave for primary caregivers and 12 weeks for supporting caregivers, available from your first day of employment. We prioritize work-life integration with generous paid time off and a flexible hybrid work model, fostering continuous growth through a dedicated learning platform and mentorship programs.