Senior Customer Support Engineer
Celonis is seeking a Senior Customer Support Engineer to join our Support Services team in Raleigh, North Carolina. As a global leader in Process Intelligence and Process Mining technology, Celonis is dedicated to enhancing business processes through advanced AI capabilities. The Support Services team operates a three-level support model, providing technical assistance for both on-premise and cloud-based Execution Management System products.
In this role, you will provide second-level support to global customers and partners, addressing complex technical issues related to our software. Responsibilities include resolving escalated tickets, collaborating with third-level support and other teams, conducting root cause analyses, and contributing to continual service improvement initiatives. Additionally, you will prepare and deliver technical webcasts and participate in on-call rotations as part of the global support team.
The ideal candidate holds a Bachelor's degree in Computer Science or a related field and possesses at least six years of experience in second-level support, handling international customer inquiries in accordance with Service Level Agreements. Proficiency in programming languages such as Java or Python, experience with database systems like SAP HANA, Oracle, or MS SQL Server, and a structured approach to problem-solving in virtual and cloud-based environments are essential. Strong customer communication skills and a service-oriented mindset are also required.
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. The company emphasizes clear career paths, internal mobility, dedicated learning programs, and mentorship opportunities to support professional growth.
Joining Celonis means becoming part of a dynamic, international team committed to innovation and excellence. The company fosters an open culture with autonomous teams, providing opportunities to contribute ideas and make a meaningful impact. With a focus on customer value, teamwork, ownership, and sustainability, Celonis offers a rewarding environment for those passionate about process intelligence and AI-driven business operations.