L2 Senior Technical Support Engineer

L2 Senior Technical Support Engineer We're Celonis, the global leader in Process Intelligence technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing AI, data and intelligence at the core of business processes - and for that, we need your help. Care to join us? The Team: Join the Celonis Support Services team, part of a 3-Level Support model, as a dedicated 2nd Level Technical Support Engineer. You will be located in Madrid and report directly to the Director of Customer Support. The Role: Our support engineers are highly-trained experts focused on diagnosing and resolving technical and product-related issues across the Celonis Product Suite. You will serve as the crucial interface between our global customers, partners and our internal Value Engineering & Delivery, Development, and Product Management organizations. We’re looking for someone eager to become a deep technical expert in Celonis infrastructure and software and contribute to a SaaS-based, customer value-focused environment. The work you’ll do: Your responsibilities are focused on expert technical analysis, resolution of complex incidents, and driving continuous improvement in support operations: - 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. - As a core function, 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. About Us: Celonis makes processes work for people, companies and the planet. The Celonis Process Intelligence Platform uses industry-leading process mining and AI technology and augments it with business context to give customers a living digital twin of their business operation. It’s system-agnostic and without bias, and provides everyone with a common language for understanding and improving businesses. Celonis enables its customers to continuously realize significant value across the top, bottom, and green line. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide. Get familiar with the Celonis Process Intelligence Platform by watching this video. Celonis Inclusion Statement: At Celonis, we believe our people make us who we are and that “The Best Team Wins”. We know that the best teams are made up of people who bring different perspectives to the table. And when everyone feels included, able to speak up and knows their voice is heard - that's when creativity and innovation happen.