L2 Senior Technical Support Engineer

Celonis

Madrid, Spain
**
Provide 2nd level technical support
Analyze and resolve complex technical issues
Engage with customers and internal teams
** Celonis is seeking a Senior Technical Support Engineer to join their Madrid team. The ideal candidate will have a strong background in technical support, cloud technologies, and systems administration, with a focus on solving complex issues for global customers. **

Job Summary

  • Provide 2nd Level technical support for customer issues across Celonis Systems & Products.
  • Take ownership of complex cases - accepting, qualifying, driving, and resolving them according to ITSM processes and KPI adherence.
  • Participate in Root Cause Analysis (RCA) cycles to improve the team's support Knowledge Base.

Matching Summary

Match Score: 75

** Celonis is seeking a Senior Technical Support Engineer to join their Madrid team. The ideal candidate will have a strong background in technical support, cloud technologies, and systems administration, with a focus on solving complex issues for global customers. **

Skills & Requirements

Must-have

  • Provide 2nd Level technical support
  • Analyze and resolve complex technical issues
  • Engage with customers and internal teams
  • Participate in Root Cause Analysis
  • Contribute to Continual Service Improvement

Nice-to-have

  • Serve as Technical Contact for Premier Customers
  • Prepare and deliver Webcasts
  • Contribute to Knowledge Centred Service

Key Requirements

  • Minimum 3 years of proven Technical Support experience
  • ITIL v3 Foundation Certification
  • AWS or Azure certification and/or working experience
  • Proven experience with heterogeneous Linux/Unix systems
  • Proficient in at least one programming language (e.g., Java) or scripting language (e.g., Python)
  • Experience with major database systems (e.g., SAP HANA, Oracle, MS SQL Server)

Work Rights

Not specified

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