Customer Support Representative at Celonis (Raleigh, NC)

| Raleigh-Durham, NC | Hybrid
Sorry, this job was removed at 6:50 p.m. (CST) on Friday, July 28, 2023
Find out who's hiring in Raleigh, NC.
See all Customer Success jobs in Raleigh, NC
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

We're Celonis, the global leader in execution management and process mining technology, and one of the 50 most valuable private companies in the world. We believe that every company can unlock its full execution capacity - and for that, we need you to join us.
Customer Support Engineer
The Team:
As part of the 2nd Level Support Team you will take over the technical support (remote) of our global customers and partners for all questions related to our software. You will be primary contact for the planning, installation and integration of our software, as well as for answering and documenting technical questions. You will form the internal interface between our customers and our consulting, data science, development, product management and OEM partner.
The Role:
We are looking for someone that is eager to become an expert in the Celonis Execution Management System and grow our Customer Support organization. You will be involved in current topics (e.g. Celonis EMS Studio, Views, Knowledge Model) and work in a broad, customer-specific and cloud based technology environment.
The work you'll do:

  • Provide deep technical support for customer on the product area Celonis Studio, which is the development environment that allows users to visualize and analyze their Process Mining data and build powerful applications leveraging all Celonis Execution Management System (EMS) capabilities
  • Drive and resolve complex tickets independently, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
  • Qualify problems or defects for close collaboration with Celonis Development and Product Management
  • Named technical contact for Premium Support Customers
  • KPI adherence based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
  • Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
  • Prepare and deliver Webcasts to customers and support staff on selected technical topics
  • Collaborate with customers based on given and preferred communication channels
  • Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organization


The qualifications you need:

  • Education in the field of IT, Computer Science, Engineering or similar
  • Software Support Engineer experience handling complex technical issues in accordance to ITSM processes and SLA considerations
  • Experienced in at least one programming language, preferably have solid knowledge about web technologies like HTML/CSS and ideally YAML
  • Ideally have already gained experience with database systems or SQL
  • Experience with major Cloud Platforms such as AWS and MS Azure
  • Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
  • Comfortable with customer contact and is able to communicative and service-oriented
  • Passionate about topics like Data Visualization and Process Mining
  • Fluent in English, additional languages are a plus


What Celonis can offer you:

  • The unique opportunity to work within a new category of technology, Execution Management
  • Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, L&D platform, mentorships, and more)
  • Great compensation and benefits packages (equity (restricted stock units), life insurance, time off, generous leave for new parents from day one, and more)
  • Physical and mental well-being support (subsidized gym membership, access to counselling, virtual events on well-being topics, and more)
  • A global and growing team of Celonauts from diverse backgrounds to learn from and work with
  • An open-minded culture with innovative, autonomous teams
  • Business Resource Groups to help you feel connected, valued and seen (Black@Celonis, Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
  • A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future


About Us
Celonis enables customers to optimize their business processes. Powered by its leading process mining technology, Celonis provides a unique set of capabilities for business executives and users to continuously find improvement opportunities within and across processes, and execute targeted actions to rapidly enhance process performance. This optimization yields immediate cash impact, radically improves customer experience, and reduces carbon emissions. Celonis has thousands of implementations with global customers and is headquartered in Munich, Germany and New York City, USA with more than 20 offices worldwide.
Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment and equal opportunity in all aspects of employment. We will not tolerate any unlawful discrimination or harassment of any kind. We make all employment decisions without regard to race/ethnicity, color, sex, pregnancy, age, sexual orientation, gender identity or expression, transgender status, national origin, citizenship status, religion, physical or mental disability, veteran status, or any other factor protected by applicable anti-discrimination laws. As a US federal contractor, we are committed to the principles of affirmative action in accordance with applicable laws and regulations. Different makes us better.
Accessibility and Candidate Notices

Read Full Job Description
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C++Languages
    • CSSLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • CSSLanguages
    • SASSLanguages
    • HTMLLanguages
    • D3JSLibraries
    • jQueryLibraries
    • LodashLibraries
    • RxJSLibraries
    • AngularFrameworks
    • Angular.JSFrameworks
    • CypressFrameworks
    • DjangoFrameworks
    • HadoopFrameworks
    • JestFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • Google AnalyticsAnalytics
    • FigmaDesign
    • MiroDesign
    • ConfluenceManagement
    • Google DriveManagement
    • Google DocsManagement
    • Google SlidesManagement
    • JIRAManagement
    • Monday.comManagement
    • DocuSignCRM
    • LinkedIn SalesNavigatorCRM
    • SlackCollaboration
    • ZoomCollaboration
    • Monday.comProject Management

An Insider's view of Celonis

What’s the vibe like in the office?

Our NYC office is a super collaborative, high-energy, unique atmosphere. You can be sure to find beautiful fresh flowers and live plants in the lobby, along with unlimited snacks, lunches & activities that bring Celonauts together weekly. Our open floor plan makes it easy to meet new people every day, and you can’t beat the 360 views of Manhattan!

Laura

People Manager in NYC

What kinds of technical challenges do you and your team face?

A big challenge we face is providing intelligence and streamlined user experiences to customers, whilst building a flexible enough system for them so that they can onboard easily with whatever data they have saved in their systems. We tackle this by developing precise abstractions to walk this flexibility/seamlessness tightrope together.

Alex

Senior Software Engineer in LA

How has your career grown since starting at the company?

I was one of the first business development reps in NYC. I was awarded BDR of the quarter for 3 quarters straight and was soon promoted to Account Executive. The tools I learned in the BDR role helped me to become a Top Rep for my team. Since joining Celonis the opportunity to continuously learn and grow has been my favorite part of working here!

Sydney

Account Executive in NYC

How do your team's ideas influence the company's direction?

What makes working at Celonis special for me is the dynamic, fast-paced culture filled with ambitious yet pragmatic people. When we face a challenge, we face it as a team and everyone brings their strength to the table. To know that I’ve played even a small role in the growth of the company is pretty awesome.

Nitay

Senior Product Manager in NYC

What are Celonis Perks + Benefits

Celonis Benefits Overview

At Celonis, we want to empower Celonauts to stay at their best and enable personal and professional growth by supporting their physical, mental and financial well-being throughout their life journey, whilst also giving back to the wider community and planet Earth.

Some highlights include:
-Unlimited PTO
-24 weeks of paid leave for main carers and 12 weeks for supporting carers from day 1 of employment
-Subsidized Gympass membership
-New hire equity grants with annual refreshes and merit-based awards
-401(K) matching
-Robust learning and development platform
-Three annual Impact Days

Culture
Volunteer in local community
Through Celonis Impact Days, every Celonaut has the opportunity to do something of significance that makes families, the communities we live in, our work, society, and the environment better.
Partners with nonprofits
Local offices drive charity partnerships and donation drives throughout the year.
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Employee resource groups
Employee-led culture committees
Quarterly engagement surveys
Hybrid work model
Flexible work schedule
Diversity
Dedicated diversity and inclusion staff
Mandated unconscious bias training
We offer and strive to enhance various training options and educational resources on unconscious bias and other hurdles that can impair diversity to ensure the best decisions alongside our values.
Diversity employee resource groups
Today, Celonis has five active BRGs fully led by employees, with others in the initial stages of implementation: Women@Celonis, Pride@Celonis, Parents@Celonis, Black@Celonis, & Resilience @ Celonis
Hiring practices that promote diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Celonauts have access to Perkspot, offering discounts on a variety of goods and services, including Pet Insurance premiums.
Wellness programs
Team workouts
Online-Yoga-Classes and access to many workdouts, mindfulness trainings via Headspace.
Mental health benefits
We believe that mental well-being is as important as physical health. To support Celonauts, we offer a Headspace subscription and access to an employee assistance program.
Financial & Retirement
401(K)
401(K) matching
Company equity
You will receive a new hire equity grant as well as annual refreshes, merit-based awards, and special RSU grants for new parents of children born or adopted to support education. *Terms apply
Performance bonus
Charitable contribution matching
Child Care & Parental Leave Benefits
Generous parental leave
We offer 24 weeks of paid leave for main carers and 12 weeks for supporting carers for births and adoptions, and every Celonaut is eligible from day one of employment.
Family medical leave
Return-to-work program post parental leave
Vacation & Time Off Benefits
Unlimited vacation policy
Generous PTO
Celonis has an unlimited PTO policy!
Paid volunteer time
Celonis encourages employees to give back on designated Impact Days three times per year.
Paid holidays
Paid sick days
Flexible time off
Office Perks
Commuter benefits
Company-sponsored outings
Free snacks and drinks
Some meals provided
Celonis provides bagels every Monday along with cereal, fruit, and other snacks available daily.
Company-sponsored happy hours
Pet friendly
Relocation assistance
Our relocation assistance plan offers new employees a financial support when joining Celonis from a different company.
Fitness stipend
We offer a subsidized Gympass membership.
Professional Development Benefits
Job training & conferences
Celonis offers employees professional development opportunities like Annual individual budget for training.
Lunch and learns
Promote from within
Mentorship program
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Personal development training

More Jobs at Celonis

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about CelonisFind similar jobs like this