Technical Support Engineer

About the position

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 in 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.

Responsibilities

• Troubleshoot to resolve technical issues on Cellebrite solutions for our customers, using Phone / E-mail / Chat services to support customers, and using CRM for Case management
• Handle cases remotely
• Directly communicate with customers or partners during troubleshooting through to issue resolution
• Cooperate and communicate closely with all internal teams within Cellebrite
• Follow established SLA & KPI.

Requirements

• Hands on experience with advanced Windows Workstation/application support
• Intermediate knowledge of networking services and products
• At least 2 years of experience in technical support or IT support
• At least 2 years of experience in supporting 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.

Nice-to-haves

• 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)