Technical Support SaaS Representative

Cellebrite • Tysons, VA

3d • Remote

About The Position

Cellebrite is looking for a Technical Customer Support representative for Remote work residing in the Mountain or Pacific time zone(s). This candidate will have technical customer support background and experience in supporting consumers of SaaS Solutions. The role involves supporting customers to resolve technical issues on Cellebrite SaaS based solutions using Phone, E-mail, and Chat services, and managing cases within a CRM system. A high Customer Satisfaction (CSAT) mindset with strong engagement skills is crucial for troubleshooting and issue resolution. The representative will cooperate and communicate closely with internal Cellebrite teams and adhere to established Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).

Requirements

• At least 2 years’ hands on experience with Windows Workstation providing SaaS Browser based Application Support
• Excellent 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 be agile and multitask successfully under fast paced conditions
• Native English Spoken and Written

Nice To Haves

• Practical Use with AI Tooling / Technologies (Claude, ChatGPT, Copilot)
• Knowledge / Certifications – CompTIA A+, Network+
• Proven experience in SaaS environments – focusing on Supporting end user functionality
• Knowledge of mobile phone OS (iOS, Android…)
• Spanish and / or Portuguese would be Highly beneficial

Responsibilities

• Support to resolve technical issues on Cellebrite SaaS based solutions for our customers
• Use Phone / E-mail / Chat services to support customers
• Use CRM for Case management
• Troubleshoot to issue resolution
• Cooperate and communicate closely with 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