• 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. • Coverage of on-call rotations as part of the global team.

• Help EMEA and global customers solve their technical issues with Dataiku through a variety of communication channels • Communicate with our R&D team to solve complex issues and/or share feedback from our EMEA customers for future product improvement • Work with other customer-facing teams when escalating or rerouting issues to help ensure a proper and efficient / timely resolution • Document knowledge in the form of technical articles and contribute to knowledge bases or forums within specific areas of expertise • Occasionally wear multiple hats and help out with other activities in a fast-paced and dynamic startup team environment

Role Description Help us redefine customer satisfaction, one support ticket at a time. We are looking for a Technical Support Engineer who is equal parts curious, customer-focused, and technically confident. This is not your run-of-the-mill Support role. You will be working on the front lines with users, diving into deep troubleshooting, solving real marketing attribution problems, and helping businesses be best equipped to see the true impact of their marketing efforts. As part of our highly-rated Support team, you’ll play a key role in driving customer success. In this role you’ll get to: - Provide timely, thoughtful Support via email, live chat, phone, and screen shares. - Troubleshoot HTML, JavaScript snippets, integrations, and attribution setup across platforms like Google Analytics, Zapier, CRMs, and other ad tools. - Guide customers through setup and configuration of attribution tools, number swapping, and lead tracking to align with their specific use cases and marketing goals. - Work with our dev team to escalate and document bugs, feature requests, or other edge cases. - Contribute to and improve our internal SOPs and Knowledge Base articles. - Investigate attribution and data issues with precision, surfacing insights and recommending improvements. - Be a calm, clear, and empathetic problem-solver—even when the issues are complex. Qualifications - 3+ years of experience in technical support or a related customer-facing technical role. - Experience supporting a SaaS product—especially in marketing, analytics, or web tools. - Comfortable troubleshooting HTML, JavaScript, and browser-based issues. - Knowledge of Google Analytics or similar web analytics experience. - Experience with Zapier, CRM software and/or B2B SaaS software. - Basic understanding of Google Paid Ads and SEO tactics. - Strong written and verbal communication skills—you explain technical things clearly and confidently. - Naturally empathetic with a high level of patience; you never make a customer feel like they asked a “silly” question. - A detail-oriented problem solver who enjoys digging into issues, documenting clearly, and following through. Benefits - Remote-First: Empowered to work agilely in a fully remote environment with no risk of office return. - Immediate Impact: From day one, take ownership of projects and make a direct impact. - Health & Wellness: 100% employer-paid premium medical, dental, vision, and life insurance. - 401k with 5% Match: Secure your future with immediate vesting. - Employee Support: Access counseling, legal, and debt management services through our EAP. - Generous PTO & Flexible Time Off: Accrue PTO with additional days for tenure, plus up to 4 hours of flex time per week for personal matters. - Parental & Bereavement Leave: Paid leave for life’s important moments. - Volunteer Day: Give back with an annual volunteer day. - Diversity & Inclusion: Join a positive, supportive, and inclusive workplace. - Remote Work Perks: $100 monthly stipend to ensure your home office needs are met and company-provided devices.

• Providing Escalation Support to resolve issues that were unable to bring to resolution by lower support tiers • Analyzing software issues and work closely with R&D and PM to prioritize and schedule their fixes • Representing the organization as an SME/Technical Lead in internal and external correspondence • Managing partners integration and Beta Support • Participating in our on call schedule (~2 occurrences per quarter)