Technical Support Engineer

About The Position

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, https://investors.cellebrite.com/investors 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

o At least 2 years of experience in technical support or IT support

o At least 2 years of experience in supporting Application Software solutions

o Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations.

o Outstanding Soft Skills, communication on both written and verbal

o Proven customer experience with technical orientation

o Fast and Agile learning skills as our technology evolves constantly and quickly

o Responsible personality to handle support cases from open to close.

o Ability to Multitask and function appropriately under stressful conditions.

An advantage

o Practical Use with AI Tooling / Technologies (Claude, ChatGPT, Copilot)

o Knowledge / Certifications - AWS/ MS Cloud services / CCNA / MCSA etc.)

o knowledge in databases - SQL, Scripting

o Experience in Mobile Cellular world

o Experience in SaaS environments - Supporting infrastructure.

o Knowledge 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.

Requirements

Skills

Analysis Skills, Artificial Intelligence (AI), Business Intelligence, Case Management, Cloud Computing, Communication Skills, Computer Forensics, Computer Workstations, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Support/Service, English Language, Follow Through, Identify Issues, Intelligence Agencies, Intelligence Gathering, Machine Tool, Mail Services, Multitasking, Organizational Skills, Performance Metrics, Portuguese Language, Presentation/Verbal Skills, Problem Solving Skills, Project/Program Coordination, Public Safety, Salesforce.com, Service Level Agreement (SLA), Social Media, Software Administration, Spanish Language, Team Player, Technical Support, Writing Skills

About the Company

Cellebrite DI Ltd