Senior Escalation Support Engineer - EMEA

Camunda Services GmbH

Job Overview

Location

Indiana, USA

Job Type

Full-time

Full Job Description

📋 Description

• As a Senior Escalation Support Engineer at Camunda, you will be at the forefront of resolving the most complex technical challenges our enterprise customers face. This pivotal role acts as a critical bridge between our frontline customer support and our dedicated engineering and product teams, ensuring that high-severity incidents are not just resolved, but that their root causes are thoroughly understood and addressed to prevent future occurrences.
• You will be instrumental in maintaining and enhancing customer satisfaction by providing expert-level technical assistance, demonstrating a deep understanding of Camunda's platform and its underlying technologies. Your primary responsibility will be to dive deep into intricate technical issues, performing advanced troubleshooting that goes beyond standard support procedures.
• This role demands a proactive approach to problem-solving, requiring you to meticulously analyze complex systems, identify patterns, and pinpoint the exact source of critical bugs or performance degradations. You will be expected to collaborate extensively with cross-functional teams, including Software Engineers, Product Managers, and Customer Success Managers, to gather information, share insights, and drive towards effective solutions.
• A significant aspect of your work will involve direct engagement with customers during high-severity incidents. This includes participating in live calls, providing clear and concise technical explanations, managing customer expectations, and de-escalating stressful situations with professionalism and empathy. Your ability to communicate technical details effectively to both technical and non-technical audiences will be paramount.
• Beyond immediate issue resolution, you will play a key role in improving our product and support processes. This involves identifying recurring issues, documenting them thoroughly, and providing actionable feedback to the engineering and product teams for long-term fixes and enhancements. You will contribute to the knowledge base, creating and refining technical documentation, troubleshooting guides, and best practices to empower both internal teams and our customer base.
• The ideal candidate will possess a strong aptitude for quickly grasping complex technical concepts and understanding the intricate architecture of enterprise software solutions. You will need to be adept at translating customer needs and technical challenges into clear requirements for development teams.
• This position offers a unique opportunity to work with a leading enterprise agentic automation platform, used by over 700 innovators worldwide. You will gain in-depth experience with cutting-edge technologies and contribute to the success of a fast-growing, globally recognized company that is a leader in its field, as evidenced by its Visionary status in the Gartner® Magic Quadrant™ for Business Orchestration and Automation Technologies.
• As part of a fully remote, global company, you will have the flexibility to work from anywhere, contributing to a culture that values true flexibility and employee well-being. You will be part of a team that is rewriting the rules of modern business and is committed to creating an inclusive environment where diverse talents can thrive.
• Your contributions will directly impact our customers' ability to leverage Camunda for critical business processes, ensuring their operational efficiency and elevating their customer experiences. This role is not just about fixing problems; it's about driving technical excellence, fostering collaboration, and contributing to the continuous improvement of a market-leading product.
• You will be a key player in ensuring the stability and performance of Camunda's platform for our EMEA customer base, acting as a trusted technical advisor and problem-solver. This involves staying abreast of product updates, potential issues, and industry best practices to provide proactive support and guidance.
• The Senior Escalation Support Engineer will also be involved in mentoring junior support engineers, sharing expertise, and contributing to the overall technical growth of the support organization. This leadership aspect ensures that the team's collective knowledge and problem-solving capabilities are continuously enhanced.
• Ultimately, this role is for an individual who thrives in a challenging, fast-paced environment, possesses exceptional analytical and communication skills, and is passionate about delivering outstanding technical support and driving customer success.

🎯 Requirements

• 4 or more years of technical experience with Camunda or similar enterprise automation/workflow products.
• Hands-on working experience with Java/J2EE, including troubleshooting Java/Spring based applications and building simple Java/Spring boot projects for issue replication.
• Working knowledge of containerization and orchestration technologies such as Docker, Kubernetes, and Helm Charts, along with experience in REST web services and Elasticsearch.
• Experience with relational databases (e.g., Postgres, MySQL, SQL Server), including the ability to write simple SQL queries and analyze data.
• Proven experience in SaaS/Cloud Product Support, with a strong aptitude for quickly understanding complex technical issues and customer expectations.

🏖️ Benefits

• Competitive, fair, and transparent compensation with location-based salary ranges and potential for equity through a Virtual Stock Option Plan (VSOP).
• Remote and flexible work environment with a home office budget, co-working space support, and flexible time off.
• Investment in professional growth with up to $/€/£1,000 per year for self-driven learning (courses, certifications, books).
• Comprehensive health and wellbeing support, including locally tailored healthcare, global mental wellbeing resources, and a Live Well Lifestyle Spending Account (LSA).

Skills & Technologies

Java

Spring

PostgreSQL

MySQL

Elasticsearch

Senior

Remote

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Camunda Services GmbH

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About Camunda Services GmbH

Camunda provides open-source workflow and decision automation technology for developers to design, execute and improve business processes. The platform combines standards-based modeling with scalable runtime engines, supporting BPMN, DMN and CMMN. Founded in 2008, it serves organizations needing end-to-end process orchestration across human tasks, microservices and IoT, offering cloud and on-premise deployment options.

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