Customer Support Engineer - Level 2

About the Position

Celonis is the trusted platform to industrialize Enterprise AI. At our core is the Celonis Context Model - which combines process data, business knowledge, and intelligence into a living digital twin of the enterprise that AI can actually understand, turning AI's operational blind spots into operational clarity. World's leading companies trust Celonis and its global ecosystem of partners to make their AI agents, people, systems, and processes work together, achieving transformational outcomes. We believe there's a massive opportunity to unlock global productivity and sustainability by giving AI the context to understand how every business process really works. Join our mission to make processes work for people, companies, and the planet.

Responsibilities

• Provide in-depth technical support for customer issues across one or more product areas of the Celonis Platform
• Drive and resolve complex Tickets according to ITSM processes
• Qualify problems or defects for close collaboration with Celonis Development and Product Management
• Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
• Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organisation
• Participate in 24x7 Support model

Requirements

• An education in the field of IT, Computer Science, Engineering, or similar
• At least 6 years of commendable Industry experience of working in a global environment and supported Product organisations
• First experience working as Technical Support Engineer, ideally experience handling complex technical issues.
• A fundamental working ability of heterogeneous Linux/Unix systems.
• Knowledge in one or more areas: SSO, JKS, Docker, Kubernetes, Datadog, Python, Java
• Have a structured approach to analyse and resolve issues
• Ideally, experience with database systems and SQL
• Experience with AWS and / or MS Azure.
• Customer contact experience, communication and service-oriented.
• A thirst to learn and like bringing ideas to the table.

We Offer

• Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven business operations.
• Ownership from Day 1: Every full-time "Celonaut" is an owner, receiving Restricted Stock Units (RSUs) and merit-based refresh grants.
• Unrivaled Family Support: Benefit from our inclusive parental leave policy-24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from your first day of employment.
• Work-Life Integration: Enjoy Unlimited PTO (in applicable regions) and generous PTO globally, as well as a flexible hybrid work model that balances remote focus with vibrant office collaboration.
• Continuous Growth: Elevate your skills through our 70-20-10 learning framework, mentorship programs, and access to a dedicated learning platform.
• Holistic Well-being: Prioritize your health with subsidized Wellhub memberships, mental health counseling, and dedicated "Wellness Weeks" that prioritize work/life balance.
• Drive Sustainability: Participate in annual Impact Days, where you receive paid time off to volunteer for community and environmental causes with your local office, or virtually.
• Global Inclusion & Belonging: Find community through our Inclusion Think Tank and participate in our annual Inclusion Days, ensuring every voice is heard and valued.
• Value-Driven Impact: Join a mission-led organization where our core values-Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future-drive every decision.

About the Company

Celonis is the trusted platform to industrialize Enterprise AI, empowering organizations to analyze, design, and operate AI-driven processes. The Celonis Platform is powered by the Celonis Context Model, which combines process data, business knowledge, and intelligence to create a living digital twin of the enterprise that AI can understand - turning AI’s operational blind spots into operational clarity. Industry-leading companies around the world trust Celonis and its global ecosystem of partners to make their AI agents, people, systems, and processes work together, achieving transformational outcomes. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide.