Associate Support Engineer

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 organizations 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 Process Management and Cloud-based Execution Management System products. You will report directly to the Team Lead Customer Support and you will be based in Munich, GermanyThe 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 our customers.The work you'll do:Provide in-depth technical support for customer issues across one or more product areas of the Celonis platformDrive and resolve complex Tickets according to ITSM processesQualify problems or defects for close collaboration with Celonis Development and Product ManagementParticipate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge baseContribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support OrganisationThe 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.Solid knowledge in one or more areas: SSO, JKS, Docker, Kubernetes, Datadog,Have a structured approach to analyse and resolve issuesIdeally, experience with database systems and SQLInitial 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.Have very good English and German skills