Customer Support Engineer


Customer Support Engineer

We're Celonis, the global leading Process Mining software company and one of the world's fastest-growing SaaS firms. We believe that every company can unlock its full execution capacity - and for that, we need you to join us as a Costumer Support Engineer


The Team:

The 24x7 customer support engineers team is constantly working with our clients, being the first line of contact who provides them with solutions, answers to their questions, or scaling the different cases to our different levels of support when it is necessary. You will be joining the Customer Support engineer Team who work 24x7 shifts, as the first level line of support, reporting to the Team Lead Costumer Support and will located in Pristina.  

The team is part of Global Customer Support, working across different locations as Munich and the USA.

The Role:
In this role, you will be the first line of contact with our clients, supporting them and helping them to resolve their incidents. As well as, qualifying several incidents for handover into other level support.  

The work you’ll do:

  • Provide 24by7 first Level Support for Customer using Celonis On-Premise and Intelligent Business Cloud products. 
  • Ensure that the receipt, qualification, maintenance of Service Request and Incidents comply with the guidelines and standards of ITSM processes and organizational communication. 
  • Responsible for implementing KPIs based on Service Level Agreements and Organizational Level Agreements. 
  • Identifies, undertakes and participates in corrective actions as part of the Continual Service improvement Processes and initiatives of the Celonis Support Organization and Celonis.
  • Engaging in activities that directly or indirectly positively affect the company (eg company establishment, company culture, internal or external company presence, team formation or development, team performance, product development or use or services, and other).
  • Triage problems as they arise and route them to others when appropriate.  
  • Maintain strong product knowledge including details across technical, and integration to effectively support client issues. 

The qualifications you need:

  • BSc degree in computer science or equivalent qualification.
  • At least 2 years of Technical Support experience or similar experience in a Software Company.
  • At least 2 years of direct working experience with clients in Software Company.
  • Work Experience as a Software Developer (would be an advantage).
  • Experience with data analytics (would be an advantage).
  • Experience with management tasks in Software Company (would be an advantage).
  • Excellent communication skills (written and spoken) in English, additional language is a plus.
  • Excellent analytical and logical skills.

What Celonis can offer you:

  • The unique opportunity to work within a new category of technology, Execution Management
  • Investment in your personal growth and skill development (clear career paths, internal mobility opportunities, mentorships, yearly development stipend)
  • Great compensation and benefits packages (stock options, 401(K) matching, generous time off, parental leave, and more)
  • Work from home support (mindfulness tools such as Headspace, monthly remote working stipend, flexible working hours, virtual events and workshops)
  • A global and growing team of Celonauts from diverse backgrounds to learn from and work with
  • An open-minded culture with innovative, autonomous teams
  • Employee resource communities to help you feel connected, valued and seen (Women@Celonis, Parents@Celonis, Pride@Celonis, Resilience@Celonis, and more)
  • A clear set of company values that guide everything we do: Live for Customer Value, The Best Team Wins, We Own It, and Earth Is Our Future

About Us

Celonis believes that every company can unlock its full execution capacity. Powered by its market-leading process mining core, the Celonis Execution Management System provides a set of applications, and developer studio and platform capabilities for business executives and users to eliminate billions in corporate inefficiencies. Celonis has thousands of global customers and is headquartered in Munich, Germany and New York City, USA with 15 offices worldwide.

Celonis is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Different makes us better



Shikime 746
Kategoria Informatikë
Skadon 21 ditë
Orari Full Time
Lokacioni Prishtinë
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