Technical Support Engineer

Cellebrite•Morristown, NJ

66d•Hybrid

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 within 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. 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. 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: 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 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 case from open to close.
Ability to Multitask and function appropriately under stressful conditions.
Native English Spoken and Written

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…)
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
Spanish and / or Portuguese would be Highly beneficial

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
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

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