Cellebrite
Posted 70 days agoVerified live 2d ago
Technical Support Engineer
Brief overview
Remote
2+ yrsMinimum
Windows Workstation supportApplication Software supportNetworking servicesCRM case managementSQLScriptingAWSMicrosoft Cloud servicesCCNAMCSAMobile phone OS iOSMobile phone OS AndroidSaaS environment support
Job description
Summary
Cellebrite is a company dedicated to enhancing digital investigations and intelligence gathering to accelerate justice. They are seeking a Technical Customer Support Engineer to provide technical support for their software solutions, ensuring customer satisfaction through effective troubleshooting and issue resolution.
Responsibilities
- 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
Skills
- Hands on experience with Windows Workstation / application support -Advanced
- Networking services and products -Intermediate
- At least 2 years of experience in technical support or IT support
- At least 2 years of experience in supporting Application Software solutions
- 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 cases from open to close
- Ability to Multitask and function appropriately under stressful conditions
- Native English Spoken and Written
- Practical Use with AI Tooling / Technologies (Claude, ChatGPT, Copilot)
- Knowledge / Certifications – AWS/ MS Cloud services / CCNA / MCSA etc
- Knowledge in databases – SQL, Scripting
- Experience in Mobile Cellular world
- Experience in SaaS environments - Supporting infrastructure
- Knowledge of mobile phone OS (iOS, Android…)
- Spanish and / or Portuguese would be Highly beneficial
Qualifications
Must Haves
- Hands on experience with Windows Workstation / application support -Advanced
- Networking services and products -Intermediate
- At least 2 years of experience in technical support or IT support
- At least 2 years of experience in supporting Application Software solutions
- 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 cases from open to close
- Ability to Multitask and function appropriately under stressful conditions
- Native English Spoken and Written
Nice to Haves
- Practical Use with AI Tooling / Technologies (Claude, ChatGPT, Copilot)
- Knowledge / Certifications – AWS/ MS Cloud services / CCNA / MCSA etc
- knowledge in databases – SQL, Scripting
- Experience in Mobile Cellular world
- Experience in SaaS environments - Supporting infrastructure
- Knowledge of mobile phone OS (iOS, Android…)
- Spanish and / or Portuguese would be Highly beneficial
