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SeniorFull-timePythonJavaAWSAzureKubernetesGitAI
Salary Range
$63,648 - $86,112 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
Celonis is seeking a Technical Support Engineer to join their Support Services team in Madrid. This role involves providing 2nd Level technical support for customer issues across Celonis Systems & Products, serving as a Technical Contact for Premier Customers, and driving continuous improvement in support operations.
Key Responsibilities
- →Provide 2nd Level technical support for customer issues across Celonis Systems & Products.
- →Serve as a Technical Contact for Premier Customers.
- →Take ownership of complex cases - accepting, qualifying, driving, and resolving them according to ITSM processes and KPI adherence.
- →Perform analysis, diagnosis, and recovery of complex technical issues, often requiring direct engagement with customers and internal Product and Engineering teams.
- →Participate in Root Cause Analysis (RCA) cycles to improve the team's support Knowledge Base.
- →Contribute actively to Continual Service Improvement (CSI) cycles and initiatives including Knowledge Centred Service (KCS).
- →Prepare and deliver Webcasts on selected technical topics to customers and internal support staff.
- →Participate in an on-call schedule to ensure continuous global coverage.
Requirements
- ✓Education: Bachelor of Computer Science, Engineering, or a related degree in the field of IT.
- ✓Experience: Minimum 3 years of proven Technical Support experience handling complex technical issues and international customer inquiries whilst adhering to Service Level Agreements.
- ✓Certification: ITIL v3 Foundation Certification; additional ITIL certification is a plus.
- ✓Cloud Technologies: AWS or Azure certification and/or working experience in a mid to large sized Kubernetes / containerised environment.
- ✓Systems Administration: Proven experience with heterogeneous Linux/Unix systems.
- ✓Coding Skills: Proficient in at least one programming language (e.g., Java) or a scripting language (e.g., Python).
- ✓Databases: Experience with major database systems (e.g., SAP HANA, Oracle, MS SQL Server).
- ✓Problem Solving: Goal-oriented, independent, and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments.
