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Celonis

Senior Customer Support Engineer

Washington, DC · On-site +1

$100K - $117K/yr

Our support engineers are familiar with the everyday challenges organizations face when deploying ... As part of the 2nd Level Support Team you will take over the technical support (remote) of our ...

Upbound

Senior Customer Support Engineer (REMOTE)

Learn more at upbound.io As a Senior Customer Support Engineer at Upbound, you won't just resolve ... LI-REMOTE Why Upbound? At Upbound, you'll help shape the systems and strategies that drive ...

NDM Global Inc

Jr. Customer Support Engineer

Dover, DE · Remote

In the Support Engineer position, you will be directly in touch with our customers, which range ... Able to thrive in a remote working environment including work time, communication both internally ...

NDM Global Inc

Jr. Customer Support Engineer

Dover, DE · On-site +1

In the Support Engineer position, you will be directly in touch with our customers, which range ... Able to thrive in a remote working environment including work time, communication both internally ...

All Security Equipment

$1.50K/mo

All Security Equipment is seeking a Remote Customer Support Specialist to manage customer interactions, address order inquiries, and ensure high customer satisfaction. Candidates should have a ...

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How much do remote customer support engineer jobs pay per year?

As of May 31, 2026, the average yearly pay for remote customer support engineer in the United States is $78,569.00, according to ZipRecruiter salary data. Most workers in this role earn between $70,000.00 and $90,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Remote Customer Support Engineer, and why are they important?

To thrive as a Remote Customer Support Engineer, you need a solid understanding of technical troubleshooting, product knowledge, and a relevant degree or experience in IT or engineering. Familiarity with ticketing systems like Zendesk, remote desktop tools, and CRM platforms is typically required, and certifications such as CompTIA A+ or similar can be beneficial. Outstanding communication, patience, and problem-solving abilities help build trust with clients and efficiently resolve issues. These skills ensure timely, effective support and high customer satisfaction in a remote work environment.

How does a Remote Customer Support Engineer typically collaborate with other technical teams while working off-site?

As a Remote Customer Support Engineer, collaboration with other technical teams, such as development and product engineering, is often facilitated through digital communication tools like Slack, email, and video conferencing. You’ll regularly participate in virtual meetings to discuss complex customer issues, share feedback, and escalate bugs or feature requests. Building strong relationships and maintaining clear, proactive communication is key to ensuring customer issues are resolved efficiently. Many companies also utilize ticketing systems and shared documentation platforms to streamline workflows and keep all team members aligned.

What is a Remote Customer Support Engineer?

A Remote Customer Support Engineer is a technical professional who assists customers in troubleshooting, diagnosing, and resolving issues with a company's products or services, all while working from a remote location. They typically provide support via email, chat, or phone, and may use remote desktop tools to access customers' systems. Their role combines technical expertise with strong communication and problem-solving skills to ensure customer satisfaction. Remote Customer Support Engineers often collaborate with other technical teams to escalate complex problems and help improve products based on customer feedback.

What is the difference between Remote Customer Support Engineer vs Remote Technical Support Specialist?

AspectRemote Customer Support EngineerRemote Technical Support Specialist
CredentialsTechnical certifications, customer service skillsTechnical certifications, troubleshooting skills
Work EnvironmentCustomer service platforms, remote communication toolsHelpdesk software, remote troubleshooting tools
Employer & IndustryTech companies, SaaS providersIT service providers, hardware/software vendors
Search & Comparison IntentUnderstanding roles, job requirementsJob differences, skills needed

The Remote Customer Support Engineer and Remote Technical Support Specialist roles share similar technical skills and work environments, often within tech or SaaS companies. However, the Support Engineer typically focuses more on customer relationship management and proactive support, while the Technical Support Specialist emphasizes troubleshooting and resolving technical issues. Both roles require technical certifications and excellent communication skills, but their primary focus and daily tasks differ slightly.

More about Remote Customer Support Engineer jobs
What cities are hiring for Remote Customer Support Engineer jobs? Cities with the most Remote Customer Support Engineer job openings:
What states have the most Remote Customer Support Engineer jobs? States with the most job openings for Remote Customer Support Engineer jobs include:
What job categories do people searching Remote Customer Support Engineer jobs look for? The top searched job categories for Remote Customer Support Engineer jobs are:
Remote Customer Support Engineer jobs near you
Infographic showing various Remote Customer Support Engineer job openings in the United States as of May 2026, with employment types broken down into 6% As Needed, 66% Full Time, 6% Temporary, and 22% Contract. Highlights an 98% Physical, 1% Hybrid, and 1% Remote job distribution, with an average salary of $78,569 per year, or $37.8 per hour.

Senior Customer Support Engineer

Celonis

Washington, DC • On-site, Remote

$100K - $117K/yr

Full-time

Medical, Dental, Life, Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

Celonis is the global leader in Process Intelligence and the pioneer of Process Mining technology. As one of the world's fastest-growing enterprise SaaS companies, we are changemakers pushing the boundaries of what's possible. We invest heavily in advanced AI capabilities-specifically our Process Intelligence Graph-to turn data insights into immediate business action. We believe there is a massive opportunity to unlock global productivity and sustainability by placing intelligence at the core of every business process. Join our mission to make processes work for people, companies, and the planet.
The Team:
Celonis Support Services team operates a 3-Level Support model, which includes a dedicated highly-trained team of Celonis experts located in our Celonis Support Center. Our support engineers are familiar with the everyday challenges organizations face when deploying Celonis software and can quickly diagnose and support the questions regarding product-related issues our customers face, and provide technical support for Celonis On-Premise and Cloud-based Execution Management System products. You will report directly to the Team Lead Customer Support and ideally you will be based in Washington, DC.
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 form the interface between our customers, partners and our customer success & delivery, development and product management organization. We are looking for someone eager to become an expert in Celonis Process Intelligence Software and to grow our Customer Support organization in our Raleigh office.
The work you'll do:
  • 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.

The qualifications you need:
  • You hold a Bachelor of Computer Science or related degree
  • Role requires and active Government Clearance (Public Trust, Secret or Top Secret) with 18 months - 2 years of remaining eligibility
  • Have a minimum 6 years of proven 2nd Support Level experience in handling international customer inquiries in consideration of Service Level Agreements.
  • Demonstrated use of AI in support administration, troubleshooting, documentation etc.
  • Proficient in at least one programming language e.g. Java, or in a scripting language e.g. Python
  • Have experience with database systems (SAP HANA, Oracle, MS SQL Server)
  • Goal-oriented, independent, and structured approach to the analysis and solution of complex problems in virtual and cloud-based environments
  • Have senior customer communication and handling skills
  • Strong customer service focus
  • Passionate about topics like Execution Management, Process Mining, Big Data, Data Lake

Visa sponsorship is not offered for this role.
The base salary range below is for the role in the specified location, based on a Full Time Schedule.
Total compensation package will include base salary + bonus/commission + equity + benefits (health, dental, life, 401k, and paid time off). Please note that the base salary range is a guideline, and that the actual total compensation offer will be determined based on various factors, including, but not limited to, applicant's qualifications, skills, experiences, and location.
The base salary range below is for the role in Washington, D.C. based on a Full Time Schedule.
$100,000-$117,000 USD
What Celonis can offer you:
  • 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.

About Us:
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.
Your Privacy:
Any information you submit to Celonis as part of your application will be processed in accordance with Celonis' Accessibility and Candidate Notices
By submitting this application, you confirm that you agree to the storing and processing of your personal data by Celonis as described in our Privacy Notice for the Application and Hiring Process.
Please be aware of common job offer scams, impersonators and frauds. Learn more here.

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