2nd Level Senior Software Support Engineer EMS ML at Celonis (Greater NYC Area, NY)

| Greater NYC Area
Sorry, this job was removed at 12:59 p.m. (EST) on Friday, April 1, 2022
Find out who's hiring remotely in Greater NYC Area.
See all Remote Developer + Engineer jobs in Greater NYC Area
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
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 Senior Software Support Engineer .
The Role:
As part of the 2nd Level Support Team you will take over the technical support (remote) of our global customers and partners for all questions related to our software. You will be primary contact for the planning, installation and integration of our software, as well as for answering and documenting technical questions. You will form the internal interface between our customers and our consulting, data science, development, product management and OEM partner. We are looking for someone that is eager to become an expert in Celonis Process Mining Software and grow our Customer Support organization in our Raleigh office. You will be involved in current topics (e.g. AWS, MS Azure, SAP HANA) and work in a broad, customer-specific and cloud based technology environment.
The work you'll do:
  • Provide deep technical Support for Customer on Product area Event Collections, which is an essential part Data Pipeline of Celonis Execution Management System (EMS)
  • Drive and resolve complex Tickets, which have been forwarded or escalated to 2nd Level, according to our ITSM processes
  • Qualify problems or defects for close collaboration with Celonis Development and Product Management
  • Named technical contact for Premium Support Customers
  • KPI adherence based on external Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
  • 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

The qualifications you need:
  • Completed an Education in the field of IT, Computer Science, Engineering or similar
  • Demonstrated Software Support Engineer experience handling complex technical issues in accordance to ITSM processes and SLA considerations
  • Proven structured troubleshooting skills and are able to construct cause-effect relationships
  • Have at least a fundamental working ability of heterogeneous Linux/Unix systems and are knowledgeable in one or more of the following areas: SSO, JKS, Docker, Datadog, Postman or any similar REST client, curl
  • Experienced in at least one programming language, preferably Java or Python
  • Already gained experience with database systems or SQL
  • First experience with major Cloud Platforms such as AWS and MS Azure
  • Goal-oriented, independent and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
  • Communicative and service-oriented
  • Passionate about topics like Data Lake and Process Mining

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 ([email protected], [email protected], [email protected], [email protected], 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

For New York City, minimum base salary of $91,000 + bonus/commission + equity + benefits. The actual compensation offer will be determined based on various factors, including, but not limited to, applicant's qualifications, skills, experiences, and location.
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 .
Read Full Job Description
Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
    • C++Languages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • TypeScriptLanguages
    • HTMLLanguages
    • CSSLanguages
    • SASSLanguages
    • jQueryLibraries
    • DjangoFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SpringFrameworks
    • ConfluenceManagement

Location

Celonis is located at One World Trade Center, the tallest building in New York, offering a 360-degree view of the city and access to multiple subway lines and the PATH Train. We are now offering a remote work option and plan to continue a hybrid working model in 2022 and beyond.
Super Entrepreneurial: How Celonis' Customer Success Team Takes Ownership
Watch

An Insider's view of Celonis

What’s the vibe like in the office?

On day 1, I met at least 10 new people. Everyone is curious to meet you. Even while visiting different sites, you can be certain to receive dinner invites. This is what I love about working at Celonis - the warm welcome.
The atmosphere is unique and filled with energy. At Celonis We Own It. Every single day. We are Drivers, never just passengers.

Charlotte (Charly)

Global Culture Manager

What kinds of technical challenges do you and your team face?

Most challenging for me while programming or conceptualizing features is that you often have several ways of solving a problem. I need to assess which way to take based on different, mostly not even measurable criteria like performance, scalability or version compatibility. In these cases, it helps me a lot to visualize all possibilities.

Svenja

Senior Software Engineer

How has your career grown since starting at the company?

I was one of the first Business Development Representatives in North America and rose up into the Enablement role after my manager realized a good fit and helped me grow down that path. I’ve learned a lot and have continued growing since joining the team. Something that makes me proud is seeing the reps I train hitting their goals.

Murtuza

Sales Enablement Manager in NYC

How do your team's ideas influence the company's direction?

What makes working at Celonis special for me is the dynamic, fast-paced culture filled with ambitious yet pragmatic people. When we face a challenge, we face it as a team and everyone brings their strength to the table. To know that I’ve played even a small role in the growth of the company is pretty awesome.

Nitay Caspi

Senior Process Mining Consultant in NYC

What are Celonis Perks + Benefits

Celonis Benefits Overview

Celonis is pleased to offer unlimited PTO, 3 months paid parental leave, a personal development budget, employee stock options program, dog-friendly office, a fully stocked kitchen, & a global onboarding experience to meet Celonauts around the globe.

Culture
Volunteer in local community
Through Celonis Impact Days, every Celonaut has the opportunity to do something of significance that makes families, the communities we live in, our work, society, and the environment better.
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
At Celonis we have various internal communities to connect, engage and empower our employees: [email protected], [email protected], [email protected], [email protected], various sports groups and more!
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
We offer and strive to enhance various training options and educational resources on unconscious bias and other hurdles that can impair diversity to ensure the best decisions alongside our values.
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Team workouts
Online-Yoga-Classes and access to many workdouts, mindfulness trainings via Headspace.
Mental Health Benefits
Access to Headspace.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We're better supporting all parents, no matter how they welcome a child, with expanded benefits including up to 24 weeks fully paid leave for the primary parent, & 12 weeks for the supporting parent.
Flexible Work Schedule
Remote Work Program
As of 2020, Celonis offers hybrid and remote working models.
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Celonis has an unlimited PTO policy
Paid Volunteer Time
Celonis encourages employees to give back on designated Impact Days three times per year.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Celonis provides bagels every Monday along with cereal, fruit, and other snacks available daily.
Happy Hours
Pet Friendly
Relocation Assistance
Our relocation assistance plan offers new employees a financial support when joining Celonis from a different company.
Professional Development Benefits
Job Training & Conferences
Celonis offers employees professional development opportunities, including annual individual budget for training.
Diversity Program
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Every Celonaut is allotted an annual Learning Grant for professional development.
Time allotted for learning
Online course subscriptions available
Customized development tracks

More Jobs at Celonis

Apply Now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView Celonis's full profileSee more Celonis jobs