At Celonis (Permanent), in Madrid, SpainExpires at: 2021-10-14 At Celonis, we believe that every company can unlock their full execution capacity - and for that we need you as a Senior Software Support Engineer (m/f/d).In this role you will provide 2nd Level Support for Customers using Celonis On-Premise and Intelligent Business Cloud products. You will accept, qualify, maintain and resolve complex Service Requests and Incidents according to ITSM processes and organizational communication and resolution guidelines, forwarded to 2nd Level Support. You will qualify problems or defects for handover and collaboration with 3rd Level Support. Furthermore, you are responsible for KPI
At Celonis, we believe that every company can unlock their full execution capacity - and for that we need you as a Senior Software Support Engineer (m/f/d).
In this role you will provide 2nd Level Support for Customers using Celonis On-Premise and Intelligent Business Cloud products. You will accept, qualify, maintain and resolve complex Service Requests and Incidents according to ITSM processes and organizational communication and resolution guidelines, forwarded to 2nd Level Support. You will qualify problems or defects for handover and collaboration with 3rd Level Support.
Furthermore, you are responsible for KPI adherence based on external Service Level Agreements and Organizational Level Agreements and will participate and drive regular Root Causes Analysis cycles to improve our Knowledge base. Further, you will prepare and deliver webcasts to customers and support staff on selected technical topics and collaborate with customers based on given and preferred communication channels. You will also participate and contribute to Continual Service Improvement Processes and initiatives of Celonis Support Organization.
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