Technical Support Engineer
Description
About Cellebrite:
Cellebrite’s (Nasdaq: CLBT) mission is to enable its global customers to protect and save lives by enhancing digital investigations and intelligence gathering to accelerate justice in communities around the world. Cellebrite’s AI-powered Digital Investigation Platform enables customers to lawfully access, collect, analyze and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organizations, intelligence agencies and businesses rely on Cellebrite’s digital forensic and investigative solutions—available via cloud, on-premises and hybrid deployments—to close cases faster and safeguard communities.
To learn more, visit us at www.cellebrite.com, and find us on social media @Cellebrite.
Position Overview:
Cellebrite is looking for a Technical Customer Support Engineer based remotely working in the Pacific Time zone or Hybrid from Morristown NJ office . This candidate will have technical support background and experience supporting software solutions for our Americas customers.
- 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.
- High CSAT mindset with strong engagement skills, enabling direct interaction with customers or partners through troubleshooting and issue resolution
- Cooperate and communicate closely with all internal teams within Cellebrite.
- Adhere and assure compliance with established SLA & KPI.
Requirements:
Hands on experience with:
- Windows Workstation / application support -Advanced
- Networking services and products -Intermediate
oAt least 2 years of experience in technical support or IT support
oAt least 2 years of experience in supporting Application Software solutions
oExcellent hands-on problem-solving skills and follow through in both one-on-one and group situations.
oOutstanding Soft Skills, communication on both written and verbal
oProven customer experience with technical orientation
oFast and Agile learning skills as our technology evolves constantly and quickly
oResponsible personality to handle support cases from open to close.
oAbility to Multitask and function appropriately under stressful conditions.
An advantage:
oPractical Use with AI Tooling / Technologies (Claude, ChatGPT, Copilot)
oKnowledge / Certifications – AWS/ MS Cloud services / CCNA / MCSA etc.)
oknowledge in databases – SQL, Scripting
oExperience in Mobile Cellular world
oExperience in SaaS environments - Supporting infrastructure.
oKnowledge 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)
•Hold Yourself accountable, 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.