We're Celonis, the global leading Process Mining software company and one of the world's fastest-growing SaaS firms. We believe that every company can unlock its full execution capacity - and for that, we need you to join us as a Senior Software Support Engineer .
The Role:
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. We are looking for someone that is eager to become an expert in Celonis Process Mining Software and grow our Customer Support organization in our Raleigh office. You will be involved in current topics (e.g. AWS, MS Azure, SAP HANA) and work in a broad, customer-specific and cloud based technology environment.
The work you'll do:

• Collaborate effectively with customers and our Product and Engineering organization to resolve issues in line with our service goals
• Develop deep expertise in our on-premise SAP integration components, becoming one of our primary experts of an extremely important and high impact area of our product
• Guide customers through troubleshooting areas such as:
• Installation and updating of our on-premise Java components
• Installation and updating of our on-premise SAP ABAP component
• Network connectivity between our on-premise Java components and both the customer's SAP server and the Celonis cloud service
• Our cloud-based SAP data extraction and business process automation pipelines
• Help maintain our support documentation in the area of SAP integration, making sure both Celonis and our customers can benefit from our work to resolve past issues
• Identify and act on opportunities to improve our support operations, helping elevate our standard of support

The qualifications you need:

• Education in the field of IT, Computer Science, Engineering or similar
• Proven track record of min 2 years of Software Support experience in handling handling complex technical issues in accordance to ITSM processes and SLA aherences
• Fundamental working ability of heterogeneous Linux/Unix systems, Windows Administration experience, and are knowledgeable in one or more of the following areas: SSO, JKS, Datadog
• Expertise in databases such as SAP HANA
• 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
• Highly motivated to continuously learn about SAP environments, in particular the areas of the transport system, role management, gateway service, and log tracing
• Communicative and service-oriented
• Passionate about topics like Execution Management, Process Mining and Data Lake

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, mentorships, yearly development stipend)
• Great compensation and benefits packages (stock options, 401(K) matching, generous time off, parental leave, and more)
• Work from home support (mindfulness tools such as Headspace, monthly remote working stipend, flexible working hours, virtual events and workshops)
• A global and growing team of Celonauts from diverse backgrounds to learn from and work with
• An open-minded culture with innovative, autonomous teams
• Employee resource communities to help you feel connected, valued and seen (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 believes that every company can unlock its full execution capacity. Powered by its market-leading process mining core, the Celonis Execution Management System provides a set of applications, and developer studio and platform capabilities for business executives and users to eliminate billions in corporate inefficiencies. Celonis has thousands of global customers and is headquartered in Munich, Germany and New York City, USA with 15 offices worldwide.
Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better .