Description
Cellebrite’s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies globally, Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze, and manage investigative digital data in legally sanctioned investigations.
Cellebrite is looking for a Technical Customer Support Engineer based within the Pacific Time zone (Remote) or from our Vienna, VA or our Morristown, NJ Location (HYBRID Role). This candidate will have technical support background and experience in supporting Software Solutions for our customers in the Americas region.
- Troubleshoot to resolve technical issues on Cellebrite solutions for our customers, use Phone / E-mail / Chat services to support customers, use CRM for Case management
- Handle cases remotely.
- Directly communicate with customers or partners during troubleshooting though to issue resolution
- Cooperate and communicate closely with all internal teams within Cellebrite.
- Follow established SLA & KPI.
Requirements
o Hands on experience with:
- Advanced in Windows Workstation/application support
- Intermediate knowledge of networking services and products
o At least 2 years of experience in technical support or IT support
o At least 2 years of experience in supporting software solutions
o Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations.
o Outstanding Soft Skills, communication on both written and verbal
o Proven customer experience with technical orientation
o Fast and Agile learning skills as our technology evolves constantly and quickly
o Responsible personality to handle support cases from open to close.
o Ability to multitask and function appropriately under stressful conditions.
An advantage
o Knowledge / Certifications – AWS/ MS Cloud services / CCNA / MCSA etc.)
o knowledge in databases – SQL, Scripting
o Experience in Mobile Cellular world
o Experience in SaaS environments - Supporting infrastructure.
o Knowledge of mobile phone OS (iOS, Android…)
Skills & Qualities
- Passionate about support and helping customers, take the lead attitude, and strive to solve problems for others.
- Good communication skills (oral and written)
- Accountability, high level of responsibility
- Ability to work both in a team environment and individually.
- Coordination skills in Project, Monday Board, Salesforce
Languages & Other Requirements
- Native English Spoken and Written
- Spanish and / or Portuguese would be Highly beneficial.
Personal Characteristics
None
Top Skills
What We Do
Cellebrite is the leader in digital intelligence and investigative analytics, partnering with public and private organizations to transform how they manage data in investigations to accelerate justice and ensure data security.
