L2 Senior Technical Support Engineer

Join the Celonis Support Services team, part of a 3-Level Support model, as a dedicated 2nd Level Technical Support Engineer. You will be located in Madrid and report directly to the Director of Customer Support.

The Role:

As a Technical Support Engineer at Celonis, you are at the forefront of the intersection between enterprise-grade software and generative AI. Celonis enables global enterprises to realize the full value of AI, and we lead by example - integrating advanced AI tooling into our internal ecosystems to redefine the support experience.

We provide technical support across the full Celonis technical stack from infrastructure, front-end services through to automation and AI products. In this role, you won't just be diagnosing and restoring complex technical issues, you will be an AI SME responsible for architecting the future of technical support.

The work you'll do:

Your responsibilities are focused on expert technical analysis, resolution of complex incidents, and driving continuous improvement in support operations:

• Provide 2nd Level technical support for customer issues across Celonis technical stack & products,
• As a core function, perform analysis, diagnosis, and recovery of complex technical issues, often requiring direct engagement with customers and internal Product and Engineering teams.
• AI Workflow Automation and Modeling that will assist with trouble-shooting in reduce MTTR
• AI SME & Strategy - serve as the Subject Matter Expert for AI in Support, taking ownership of training models and providing feedback loops to improve quality.
• Drive Knowledge Centred Service and Continual Service Improvement initiatives leveraging AI tooling with a strong focus on AI driven solution
• Participate in a day-time hours on-call schedule to ensure continuous global coverage.

• Education: Bachelor of Computer Science, Engineering, or a related degree in the field of IT.
• Experience: Minimum 3 years of proven Technical Support experience handling complex technical issues and international customer inquiries whilst adhering to Service Level Agreements.
• Cloud Technologies: AWS or Azure certification and/or working experience in a mid to large sized Kubernetes / containerised environment.
• Demonstrated prompt engineering skills for optimizing AI outputs.
• Experienced in troubleshooting AI products, including hallucinations, reasoning issues, misbehavior and building AI Automations and Modeling
• Systems Administration: Proven experience with heterogeneous Linux/Unix systems.
• Coding Skills: Proficient in at least one programming language (e.g., Java) or a scripting language (e.g., Python).
• Databases: Experience with major database systems (e.g., SAP HANA, Oracle, MS SQL Server).

• 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.

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. 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.