Cellebrite
Technical Support Engineer
About this role
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
Responsibilities
- Hold Yourself accountable, High level of responsibility
What you'll bring
- Coordination skills in Project, Monday Board, Salesforce Languages & Other Requirements
- Spanish and / or Portuguese would be Highly beneficial. Requirements