Customer Support Engineer-Level 1

Celonis is the global leader in Process Intelligence and the pioneer of Process
Mining technology. As one of the world’s fastest-growing enterprise SaaS
companies, we are changemakers pushing the boundaries of what’s possible. We
invest heavily in advanced AI capabilities—specifically our Process Intelligence
Graph—to turn data insights into immediate business action. We believe there is
a massive opportunity to unlock global productivity and sustainability by
placing intelligence at the core of every business process. Join our mission to
make processes work for people, companies, and the planet.

The Team:

Celonis Support Services team operates a 3-Level Support model, which includes a
dedicated highly-trained team of Celonis experts located in our Celonis Support
Centre. Our support engineers are familiar with the common challenges
organisations face when deploying Celonis software and are able to quickly
diagnose and support the questions regarding product-related issues our
customers face and provide technical support for Celonis On-Premise and
Cloud-based products. You will report directly to the Team Lead Customer Support
and you will be based in Bangalore, India.
 
The Role:
* As a core function of the position, you will be responsible for the analysis,
diagnosis, and recovery of complex technical issues. This will involve close
engagement and interaction with our Product and Engineering teams and at
times with our customers.

The work you’ll do:
* Provide in-depth technical support for customer issues across one or more
product areas of the Celonis Platform
* Drive and resolve complex Tickets according to ITSM processes
* Qualify problems or defects for close collaboration with Celonis Development
and Product Management
* Participate and drive regular Root Cause Analysis (RCA) cycles to improve our
Support Knowledge base
* Contribute to Continual Service Improvement (CSI) cycles and initiatives of
Celonis and Celonis Support Organisation
* Participate in 24x7 Support model

The qualifications you need:
* An education in the field of IT, Computer Science, Engineering, or similar.
* First experience working as Technical Support Engineer, ideally experience
handling complex technical issues.
* A fundamental working ability of heterogeneous Linux/Unix systems.
* Knowledge in one or more areas: SSO, JKS, Docker, Kubernetes, Datadog,
Python, Java
* Have a structured approach to analyse and resolve issues
* Ideally, experience with database systems and SQL
* Experience with AWS and / or MS Azure.
* Customer contact experience, communication and service-oriented.
* A thirst to learn and like bringing ideas to the table.

What Celonis can offer you:

* Pioneer Innovation: Work with the global leader in Process Mining and the
Process Intelligence Graph to shape the future of AI-driven business
operations.
* Ownership from Day 1: Every full-time "Celonaut" is an owner, receiving
Restricted Stock Units (RSUs) and merit-based refresh grants.
* Unrivaled Family Support: Benefit from our inclusive parental leave policy—24
weeks of fully paid leave for primary carers and 12 weeks for supporting
carers, available from your first day of employment.
* Work-Life Integration: Enjoy Unlimited PTO (in applicable regions) and
generous PTO globally, as well as a flexible hybrid work model that balances
remote focus with vibrant office collaboration.
* Continuous Growth: Elevate your skills through our 70-20-10 learning
framework, mentorship programs, and access to a dedicated learning platform.
* Holistic Well-being: Prioritize your health with subsidized Wellhub
memberships, mental health counseling, and dedicated "Wellness Weeks" that
prioritize work/life balance.
* Drive Sustainability: Participate in annual Impact Days, where you receive
paid time off to volunteer for community and environmental causes with your
local office, or virtually.
* Global Inclusion & Belonging: Find community through our Inclusion Think Tank
and participate in our annual Inclusion Days, ensuring every voice is heard
and valued.
* Value-Driven Impact: Join a mission-led organization where our core
values—Live for Customer Value, The Best Team Wins, We Own It, and Earth Is
Our Future—drive every decision.

About Us:

Celonis makes processes work — for people, companies, and the planet. Powered by
process mining and AI, the Celonis Process Intelligence Platform integrates
process data and business context to create a living digital twin of business
operations. We enable thousands of companies worldwide to understand how their
business actually runs and, together with their partners, build intelligent
solutions that transform and continuously improve the way they operate —
unlocking billions in value. Celonis is headquartered in Munich, Germany, and
New York City, USA, with more than 20 offices worldwide.

Get familiar with the Celonis Process Intelligence Platform by watching this
video [https://academy.celonis.com/learn/video/discover-the-ems].

Celonis Inclusion Statement:

At Celonis, we believe our people make us who we are and that “The Best Team
Wins”. We know that the best teams are made up of people who bring different
perspectives to the table. And when everyone feels included, able to speak up
and knows their voice is heard - that's when creativity and innovation happen.

Your Privacy:

Any information you submit to Celonis as part of your application will be
processed in accordance with Celonis’ Accessibility and Candidate Notices
[https://www.celonis.com/careers/candidate-notices]

By submitting this application, you confirm that you agree to the storing and
processing of your personal data by Celonis as described in our Privacy Notice
for the Application and Hiring Process
[https://www.celonis.com/careers/privacy-notice/].

Please be aware of common job offer scams, impersonators and frauds. Learn more
here [https://www.celonis.com/careers/fraud-alert/].