Customer Support Engineer-Level 1

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 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 organisations 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 products. You will report directly to the Team Lead Customer Support and you will be based in Bangalore, India.

The Role:

• As a core function of the position, you will be responsible for the analysis, diagnosis, and recovery of complex technical issues. This will involve close engagement and interaction with our Product and Engineering teams and at times with our customers.

The work you’ll do:

• 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

The qualifications you need:

• An education in the field of IT, Computer Science, Engineering, or similar.
• 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.

What Celonis can offer you:

• Pioneer Innovation: Work with the global leader in Process Mining and the Process Intelligence Graph to shape the future of AI-driven bu