We're Celonis, the global leader in Process Mining technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing data and intelligence at the core of business processes - and for that, we need you to join us.
The Team:
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 Centre. Our support engineers are familiar with the common challenges organizations face when deploying Celonis software and are able to 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 Bangalore, India.
The Role:
As part of 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 that is eager to become an expert in Celonis Execution Management Software and grow our Customer Support organization in our Raleigh office. You will be involved in current topics in a customer value focused and cloud based technology environment.
The work you'll do:
Provide 2nd Level Support for Customer using Celonis On-Premise and Intelligent Business Cloud products
Named technical contact for Premium Support Customers
Accept, qualify, drive and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
Qualify problems or defects for handover and collaboration with 3rd Level
KPI adherence based on external Service Level Agreements and Organizational Level Agreements
Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
Prepare and deliver Webcasts to customers and support staff on selected technical topics
Collaborate with customers based on given and preferred communication channels
Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organization Participate in 24/7 shift schedule
The qualifications you need:
You hold a Bachelor of Computer Science or related degree
Have minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements
Obtained ITIL, ITIL v3 Foundation Certification, any additional ITIL certification is seen as a plus
Have proven experience in administration of heterogeneous Linux/Unix systems and deep knowledge in SAML, SSO, LDAP, JKS
Proficient in at least one programming language e.g. Java, or in a scripting language e.g. Python
Have experience with database systems (SAP HANA, Oracle, MS SQL Server)
Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
Have senior customer communication and handling skills
Strong customer value and service-oriented mindset
Passionate about topics like Execution Management, Process Mining, Big Data, Data Lake
What Celonis can offer you:
The unique opportunity to work with industry-leading process mining technology
Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more). For intern and working student benefits, click here.
Physical and mental well-being support (subsidized gym membership, access to counseling, virtual events on well-being topics, and more)
A global and growing team of Celonauts from diverse backgrounds to learn from and work with
An open-minded culture with innovative, autonomous teams
Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future
About Us
Since 2011, Celonis has helped thousands of the world's largest and most valued companies deliver immediate cash impact, radically improve customer experience and reduce carbon emissions. Its Process Intelligence platform uses industry-leading process mining technology and AI to present companies with a living digital twin of their end-to-end processes. For the first time, everyone in an organisation has a common language about how the business works, visibility into where value is hidden and the ability to capture it. Celonis is headquartered in Munich (Germany) and New York (USA) and has more than 20 offices worldwide.
Get familiar with the Celonis Process Intelligence Platform by watching this video.
Join us as we make processes work for people, companies and the planet.
Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
