Senior Software Support Engineer
As a Senior Software Support Engineer at Celonis, you will be an integral part of the Support Services team, operating within a 3-Level Support model. Based in Madrid, you will report directly to the Director of Customer Support. Celonis is a global leader in Process Intelligence technology, dedicated to enhancing business processes through advanced AI and data-driven solutions.
In this role, you will provide second-level technical support for customer issues across the Celonis Systems and Products. Your responsibilities include serving as a technical contact for premier customers, taking ownership of complex cases, performing in-depth analysis and diagnosis of technical issues, and collaborating closely with internal Product and Engineering teams. Additionally, you will participate in Root Cause Analysis cycles, contribute to continual service improvement initiatives, and deliver technical webcasts to customers and support 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 handling complex technical issues and international customer inquiries. Required qualifications include ITIL v3 Foundation Certification, proficiency in at least one programming language such as Java or a scripting language like Python, experience with major database systems like SAP HANA, Oracle, or MS SQL Server, and a goal-oriented, independent, and structured approach to problem-solving in virtual and cloud-based environments.
Celonis offers a range of benefits, including generous paid time off, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, gym subsidies, counseling, and well-being programs. The company fosters a culture of innovation and continuous learning, providing clear career paths, internal mobility, dedicated learning programs, and mentorship opportunities. Joining Celonis means becoming part of a dynamic, international team committed to making meaningful impacts in the realm of process intelligence.