Customer Support Engineer - Level 2
The Customer Support Engineer - Level 2 at Celonis is a pivotal role within the Support Services team, dedicated to delivering advanced technical assistance for Celonis' On-Premise and Cloud-based products. Operating within a structured 3-Level Support model, this position involves close collaboration with Product and Engineering teams to address complex technical challenges. The role is based in Bangalore, India, and reports directly to the Team Lead Customer Support.
In this capacity, the engineer is responsible for analyzing, diagnosing, and resolving intricate technical issues across various product areas of the Celonis Platform. Key duties include managing and resolving complex support tickets in accordance with IT Service Management (ITSM) processes, collaborating with development and product management teams to address identified problems or defects, and participating in Root Cause Analysis (RCA) cycles to enhance the Support Knowledge Base. Additionally, the role involves contributing to Continual Service Improvement (CSI) initiatives and participating in a 24x7 support model to ensure continuous service availability.
Candidates should possess a background in IT, Computer Science, Engineering, or a related field, with a minimum of six years of experience in a global environment supporting product organizations. Experience as a Technical Support Engineer, particularly in handling complex technical issues, is essential. A solid understanding of heterogeneous Linux/Unix systems is required, along with proficiency in technologies such as SSO, JKS, Docker, Kubernetes, Datadog, Python, and Java. Experience with database systems, SQL, and cloud platforms like AWS and/or MS Azure is advantageous. Strong communication skills and a customer-oriented approach are crucial, as is a structured problem-solving methodology.
Celonis offers a comprehensive benefits package that includes equity ownership through Restricted Stock Units (RSUs) and merit-based refresh grants, fostering a sense of ownership among employees. The company provides generous parental leave policies, including 24 weeks of fully paid leave for primary carers and 12 weeks for supporting carers, available from the first day of employment. Employees benefit from a flexible hybrid work model, unlimited paid time off (PTO) in applicable regions, and access to a dedicated learning platform to support continuous professional development. Additional perks include subsidized Wellhub memberships, mental health counseling, and participation in annual Impact Days, allowing employees to engage in community and environmental causes.
Celonis is a global leader in Process Mining and Process Intelligence, committed to helping organizations optimize their business processes through AI-driven solutions. The company fosters a culture of continuous learning and development, offering mentorship programs and a 70-20-10 learning framework to support employee growth. Celonis values diversity and inclusion, with initiatives such as the Inclusion Think Tank and annual Inclusion Days to ensure every employee feels valued and heard. The company's core values—Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future—guide its mission to make processes work for people, companies, and the planet.