Technical Support Engineer

Cellebrite • Tysons, VA

2d • Remote

About The Position

Cellebrite is looking for a Technical Customer Support Engineer based remotely working in the Pacific Time zone. This candidate will 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
• Hands on experience with 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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed