Customer Support Engineer – Level 2

About 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 with our Product and Engineering teams and, at times, with customers.

Key responsibilities

• Provide in‑depth technical support for customer issues across Celonis Platform product areas.
• Drive and resolve complex tickets following ITSM processes.
• Qualify problems or defects for collaboration with Development and Product Management.
• Lead regular Root Cause Analysis cycles to improve the support knowledge base.
• Contribute to Continual Service Improvement initiatives.
• Participate in a 24 × 7 support model.

Required profile

• Degree in IT, Computer Science, Engineering or related field.
• Experience as a Technical Support Engineer handling complex issues.
• Strong working knowledge of heterogeneous Linux/Unix systems.
• Familiarity with SSO, JKS, Docker, Kubernetes, Datadog, Python and Java.
• Structured approach to analysis and problem resolution.
• Experience with databases and SQL.
• Experience with AWS and/or Microsoft Azure.
• Proven customer‑facing communication skills.
• Eagerness to learn and contribute ideas.

Required skills

• Linux/Unix
• SSO
• JKS
• Docker
• Kubernetes
• Datadog
• Python
• Java
• SQL
• AWS
• Microsoft Azure

What we offer

• Work with the global leader in Process Mining and AI‑driven operations.
• Receive RSUs and merit‑based refresh grants from day one.
• 24 weeks fully paid primary caregiver parental leave and 12 weeks for supporting caregivers.
• Unlimited PTO (where applicable) and a flexible hybrid work model.
• Access to a 70‑20‑10 learning framework, mentorship and a dedicated learning platform.
• Subsidized Wellhub membership, mental‑health counseling and Wellness Weeks.
• Paid Impact Days for volunteering on sustainability and community projects.
• Inclusion Think Tank and annual Inclusion Days to foster belonging.