Senior Customer Support Engineer

<div class="content-intro"><p>We're Celonis, the global leader in Process Intelligence technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing AI, data and intelligence at the core of business processes - and for that, we need your help. Care to join us?</p></div><p><strong>The Team:</strong></p> <p>Celonis Support Services team operates a 3-Level Support model, which includes a dedicated highly-trained team of Celonis experts located in our Celonis Support Center. Our support engineers are familiar with the everyday challenges organizations face when deploying Celonis software and can quickly diagnose and support the questions regarding product-related issues our customers face, and provide technical support for Celonis On-Premise and Cloud-based Execution Management System products. You will report directly to the Team Lead Customer Support and you will be based in Raleigh NC</p> <p><strong>The Role:</strong></p> <p>As part of the 2nd Level Support Team you will take over the technical support (remote) of our global customers and partners for all questions related to our software. You will form the interface between our customers, partners and our customer success delivery, development and product management organization. We are looking for someone eager to become an expert in Celonis Process Intelligence Software and to grow our Customer Support organization in our Raleigh office.</p> <p><strong>The work you’ll do:</strong></p> <ul> <li>Provide 2nd Level Support for Customer using Celonis On-Premise and Intelligent Business Cloud products</li> <li>Named technical contact for Premium Support Customers</li> <li>Accept, qualify, drive, and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes</li> <li>Qualify problems or defects for handover and collaboration with 3rd Level</li> <li>KPI adherence based on external Service Level Agreements and Organizational Level Agreements</li> <li>Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base</li> <li>Prepare and deliver Webcasts to customers and support staff on selected technical topics</li> <li>Collaborate with customers based on given and preferred communication channels</li> <li>Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organization.</li> <li>Coverage of on-call rotations as part of the global team.</li> <li> </li> </ul> <p><strong>The qualifications you need:</strong></p> <ul> <li>You hold a Bachelor of Computer Science or related degree</li> <li>Have a minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements.</li> <li>Demonstrated use of AI in support administration, troubleshooting, documentation etc.</li> <li>Proficient in at least one programming language e.g. Java, or in a scripting language e.g. Python</li> <li>Have experience with database systems (SAP HANA, Oracle, MS SQL Server)</li> <li>Goal-oriented, independent, and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments</li> <li>Have senior customer communication and handling skills </li> <li>Strong customer service focus</li> <li>Passionate about topics like Execution Management, Process Mining, Big Data, Data Lake</li> </ul> <p>Visa sponsorship is not offered for this role.</p><div class="content-conclusion"><p><strong>What Celonis Can Offer You:</strong></p> <ul class="p-rich_text_list p-rich_text_list__bullet p-rich_text_list--nested" data-stringify-type="unordered-list" data-list-tree="true" data-indent="0" data-border="0"> <li data-stringify-indent="0" data-stringify-border="0"><strong data-stringify-type="bold">Pioneer Innovation:</strong> Work with the leading, award-winning process mining technology, shaping the future of bus ... (truncated, view full listing at source)