Senior Customer Support Engineer

Celonis • Raleigh, NC

1d • Hybrid

About The Position

Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology, leveraging advanced AI capabilities and the Process Intelligence Graph to transform data insights into immediate business action. The company's mission is to enhance global productivity and sustainability by embedding intelligence into every business process. The Celonis Support Services team operates a 3-Level Support model, featuring highly-trained Celonis experts. These support engineers are adept at diagnosing and resolving product-related issues for customers, offering technical support for both Celonis On-Premise and Cloud-based Execution Management System products. This role, as part of the 2nd Level Support Team, involves providing remote technical support to global customers and partners for all software-related inquiries. The Senior Customer Support Engineer will serve as a crucial interface between customers, partners, and the customer success & delivery, development, and product management organizations. Celonis is seeking an individual eager to become an expert in Celonis Process Intelligence Software and contribute to the growth of their Customer Support organization in the Raleigh office. The position reports directly to the Team Lead Customer Support and is ideally based in Washington, DC.

Requirements

• Hold a Bachelor of Computer Science or related degree
• Role requires an 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

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