We're Celonis, the general leader in Process Intelligence technology and one of the world's fastest-growing SaaS firms. We believe there is a massive opportunity to unlock productivity by placing AI, data and intelligence at the core of business processes
- and for that, we need your help. Join the Celonis Support Services team, part of a 3-Level Support model, as a dedicated 2nd Level Technical Support Engineer. You will be located in Madrid and report directly to the Director of Customer Support. You will serve as the crucial interface between our global customers, partners and our internal Value Engineering & Delivery, Development, and Product Management organizations. We're looking for someone eager to become a deep technical expert in Celonis infrastructure and software and contribute to a SaaS-based, customer value-focused environment. Your responsibilities are focused on expert technical analysis, resolution of complex incidents, and driving continuous improvement in support operations: 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. As a core function, perform analysis, diagnosis, and recovery of complex technical issues, often requiring direct engagement with customers and internal Product and Engineering teams. Participate in Root Cause Analysis (RCA) cycles to improve the team's support Knowledge Base. Participate in an on-call schedule to ensure continuous global coverage. Bachelor of Computer Science, Engineering, or a related degree in the field of IT.

Experience:




Minimum 3 years of proven Technical Support experience handling complex technical issues and international customer inquiries whilst adhering to Service Level Agreements. Certification: ITIL v3 Foundation Certification; additional ITIL certification is a plus. Cloud Technologies: AWS or Azure certification and/or working experience in a mid to large sized Kubernetes / containerised environment. Systems Administration: Proven experience with heterogeneous Linux/Unix systems. Coding

Skills:
Java) or a scripting language (e.g., Python). Databases: Experience with major database systems (e.g., SAP HANA, Oracle, MS SQL Server). Goal-oriented, independent, and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments. Including generous PTO, hybrid working options, company equity (RSUs), comprehensive benefits, extensive parental leave, dedicated volunteer days, and Interns and working students explore your benefits that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future. Celonis makes processes work for people, companies and the planet. The Celonis Process Intelligence Platform uses industry-leading process mining and AI technology and augments it with business context to give customers a living digital twin of their business operation. It's system-agnostic and without bias, and provides everyone with a common language for understanding and improving businesses. Celonis is headquartered in Munich, Germany, and New York City, USA, with more than 20 offices worldwide. video . And when everyone feels included, able to speak up and knows their voice is heard
- that's when creativity and innovation happen. By submitting this application, you confirm that you agree to the storing and processing of your personal data by Celonis as described in our

📌 Senior IT Support Engineer (España)
🏢 Celonis
📍 España