Customer Support Engineer - Level 1

Celonis
Bengaluru
Workplace: OnsiteFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Service orientation","Structured problem-solving","Collaboration","Continuous learning"]

Analyze, diagnose, and recover complex technical issues for Celonis customers across one or more product areas. You’ll provide in-depth support, drive and resolve complex tickets via ITSM processes, and qualify problems for collaboration with product and engineering. The role includes participating in Root Cause Analysis cycles to improve the support knowledge base, contributing to continual service improvement initiatives, and working within a 24x7 support model.

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FursaFursa
Celonis
Celonis
1 year ago

Customer Support Engineer - Level 1

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 16 hours agoStatus: Live
Reposted: similar role first listed 1 year ago

Job Summary

Analyze, diagnose, and recover complex technical issues for Celonis customers across one or more product areas. You’ll provide in-depth support, drive and resolve complex tickets via ITSM processes, and qualify problems for collaboration with product and engineering. The role includes participating in Root Cause Analysis cycles to improve the support knowledge base, contributing to continual service improvement initiatives, and working within a 24x7 support model.
Location: Bengaluru
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Entry level

Key Responsibilities

  • •Provide in-depth technical support for customer issues across one or more Celonis Platform product areas.
  • •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 the Support Knowledge base.
  • •Contribute to Continual Service Improvement (CSI) initiatives and participate in a 24x7 support model.

Pay and Benefits

Equity and Bonus:Equity
Perks:RsusPaid LeaveParental LeaveGym Membership

Key Requirements

  • •Education in IT, Computer Science, Engineering, or a related field.
  • •Experience working as a Technical Support Engineer, ideally handling complex technical issues.
  • •Fundamental ability to work with heterogeneous Linux/Unix systems.
  • •Knowledge in one or more: SSO, JKS, Docker, Kubernetes, Datadog, Python, or Java.
  • •Structured approach to analyze and resolve issues; ideally experience with databases and SQL.
Skills:CommunicationService orientationStructured problem-solvingCollaborationContinuous learning
Languages:English
Tech Stack:Linux/UnixSSOJKSDockerKubernetesDatadogPythonJavaSQLAWSMS AzureITSMRCA

Company Brief

Celonis
Provides cloud-based process mining and execution management software that helps organizations visualize, analyze, and optimize business processes to improve efficiency, reduce costs, and accelerate operational transformation across enterprise systems.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Munich, Germany
Founded: 2011
WebsiteLinkedIn