Provide 2nd Level Support for Customer using Celonis On-Premise and Intelligent Business Cloud products
Named technical contact for Premium Support Customers
Accept, qualify, drive and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
Qualify problems or defects for handover and collaboration with 3rd Level
KPI adherence based on external Service Level Agreements and Organizational Level Agreements
Participate and drive regular Root Cause Analysis (RCA) cycles to improve our Support Knowledge base
Prepare and deliver Webcasts to customers and support staff on selected technical topics
Collaborate with customers based on given and preferred communication channels
Contribute to Continual Service Improvement (CSI) cycles and initiatives of Celonis and Celonis Support Organization Participate in 24/7 shift schedule
Requirements :
You hold a Bachelor of Computer Science or related degree
Have minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements
Obtained ITIL, ITIL v3 Foundation Certification, any additional ITIL certification is seen as a plus
Have proven experience in administration of heterogeneous Linux/Unix systems and deep knowledge in SAML, SSO, LDAP, JKS
Proficient in at least one programming language e.g. Java, or in a scripting language e.g. Python
Have experience with database systems (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
Have senior customer communication and handling skills
Strong customer value and service-oriented mindset
Passionate about topics like Execution Management, Process Mining, Big Data, Data Lake