Technical Support Engineer
About The Position
Cellebrite is looking for a Technical Customer Support Engineer to provide technical support for its Americas customers. This role involves troubleshooting and resolving technical issues with Cellebrite solutions, utilizing phone, email, and chat services. The engineer will manage cases remotely using CRM, maintain a high Customer Satisfaction (CSAT) score, and engage directly with customers and partners. Close cooperation with internal teams and adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) are essential. The role requires a responsible individual capable of managing support cases from initiation to closure, multitasking, and performing well under pressure.
Requirements
- Hands on experience with Windows Workstation / application support
- Hands on experience with Advanced Networking services and products
- 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
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
- Cooperate and communicate closely with all internal teams within Cellebrite
- Adhere and assure compliance with established SLA & KPI
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
