Senior Customer Support Engineer

Celonis • Raleigh, NC

4h • Hybrid

About The Position

Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world’s fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what’s possible. We invest heavily in advanced AI capabilities—specifically our Process Intelligence Graph—to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet. The 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 ideally you will be based in Washington, DC. 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.

Requirements

• You hold a Bachelor of Computer Science or related degree
• Role requires and active Government Clearance (Public Trust, Secret or Top Secret) with 18 months - 2 years of remaining eligibility
• Have a minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements.
• Demonstrated use of AI in support administration, troubleshooting, documentation etc.
• 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 service focus
• Passionate about topics like Execution Management, Process Mining, Big Data, Data Lake
• Visa sponsorship is not offered for this role.

Responsibilities

• 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.
• Coverage of on-call rotations as part of the global team.

Benefits

• 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Number of Employees: 501-1,000 employees