Senior Software Support Engineer

Senior Software Support Engineer – Celonis, Madrid

Celonis is the global leader in Process Intelligence technology. We are looking for a technically skilled Support Engineer to provide 2nd level technical support for our customers in Madrid.

The Team

Support Services team, part of a 3‑Level Support model; 2nd Level Technical Support Engineer. Reports directly to Director of Customer Support.

The Role

Diagnose and resolve technical and product‑related issues across the Celonis Product Suite. Serve as key interface between customers, partners, and internal teams.

Responsibilities

• Provide 2nd Level technical support for customer issues across Celonis systems and products.
• Serve as a Technical Contact for Premier Customers.
• Take ownership of complex cases—accepting, qualifying, driving, and resolving them according to ITSM processes and KPI adherence.
• Perform analysis, diagnosis, and r...