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 in more than 140 countries, Cellebrite’ s Digital Intelligence platform and solutions transform how customers collect, review, analyze and manage data in legally sanctioned investigations.
Cellebrite is looking for a Technical Customer Support Engineer (HYBRID Role) based out from our Vienna, VA or our Morristown, NJ Location. This candidate will have a strong technical background and experience in Software Solution support and Product SME, while supporting our customers in the Americas region.
Handle technical issues generated by customers in daily operation and/or in projects.
Handle cases primarily remote occasionally on site depends on customer location and issue.
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.
Directly communicate to customers or partners during troubleshooting and issue resolution
Cooperate and communicate closely with all internal teams within Cellebrite.
Follow established SLA & KPI.
Requirements A Must
Hands on experience with:
Windows Server and Workstation -Advanced
Enterprise Network services and products -Advanced
Open-source tools e.g. Nginx, Elastic Search, Open DJ -Basic
Project management skills -Basic
At least 3 years of experience in technical support or IT support
At least 3 years of experience in supporting solutions and projects.
Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations.
Outstanding Soft Skills, communication on both written and verbal
Proven customer experience with technical orientation
Fast and Agile learning skills as our technology evolves constantly and quickly
Responsible personality to handle support case from open to close.
Ability to work full time.
Ability to function appropriately under stressful conditions.
An advantage
Knowledge / Certifications - AWS Cloud services / MS Azure
knowledge in databases – SQL, Scripting
Experience in Mobile Cellular world
Experience in SaaS environments - Supporting infrastructure.
Knowledge of mobile phone OS (iOS, Android…)
Technical Certifications (like CCNA, MCSA…)
Skills & Qualities
Passionate about support, Take the lead attitude, and strive to solve problems for others.
Good communication skills (oral and written)
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 a benefit.
Requirements:
This is a hybrid position, 3 days in office/ 2 days remote in either our Tyson's Corner VA. OR Morristown NJ Office. ONLY LOCAL CANDIDATES TO EITHER OF THOSE LOCATIONS WILL BE CONSIDERED.
Cellebrite is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.
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Seniority level
Not Applicable
Employment type
Full-time
Job function
Information Technology
Industries
Public Safety
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