Customer Support Engineer - Level 1

Overview

Provide Level 1 technical support for Celonis Platform customer issues, including analysis, diagnosis, and recovery of complex technical problems. Work with Product, Engineering, Development, Product Management, and customers to resolve issues.

What you'll do

• Provide technical support across one or more Celonis Platform product areas.
• Drive and resolve complex tickets using ITSM processes.
• Qualify problems and defects for collaboration with Development and Product Management.
• Lead regular root cause analysis cycles.
• Improve the Support Knowledge Base through RCA findings.
• Contribute to Continual Service Improvement initiatives.
• Participate in a 24x7 support model.

What you'll need

• Education in IT, Computer Science, Engineering, or a similar field.
• Initial experience as a Technical Support Engineer.
• Experience handling complex technical issues.
• Working ability with heterogeneous Linux/Unix systems.
• Knowledge of at least one of SSO, JKS, Docker, Kubernetes, Datadog, Python, or Java.
• Experience with AWS or Microsoft Azure.
• Customer contact experience with strong communication and service orientation.

Nice to have

• Experience with database systems and SQL.
• A structured approach to analyzing and resolving issues.
• Interest in learning and bringing ideas to the team.

Details

• Location: Bangalore, India.
• Participates in a 24x7 support model.