Technical Customer Support

2 months ago

Vienna, United States Cellebrite Full time

Our mission:

Cellebrite’ s (Nasdaq: CLBT) mission is to enable its customers to protect and save lives, accelerate justice, and preserve privacy in communities around the world. Cellebrite is a global leader in Digital Intelligence solutions for the public and private sectors, empowering organizations to master the complexities of legally sanctioned digital investigations by streamlining intelligence processes. Trusted by thousands of leading agencies and companies in more than 140 countries, Cellebrite’ s Digital Intelligence platform and solutions transform how customers collect, review, analyze and manage data in legally sanctioned investigations.

Cellebrite is looking for a Technical Customer Support Engineer (HYBRID Role) based out from our Vienna, VA or our Morristown, NJ Location. This candidate will have a strong technical background and experience in Software Solution support and Product SME, while supporting our customers in the Americas region.

  • Handle technical issues generated by customers in daily operation and/or in projects.
  • Handle cases primarily remote occasionally on site depends on customer location and issue.
  • 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.
  • Directly communicate to customers or partners during troubleshooting and issue resolution
  • Cooperate and communicate closely with all internal teams within Cellebrite.
  • Follow established SLA & KPI.

Requirements A Must

  • Hands on experience with:
  • Windows Server and Workstation -Advanced
  • Enterprise Network services and products -Advanced
  • Open-source tools e.g. Nginx, Elastic Search, Open DJ   -Basic
  • Project management skills -Basic
  • At least 3 years of experience in technical support or IT support
  • At least 3 years of experience in supporting solutions and projects.
  • 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 work full time.
  • Ability to function appropriately under stressful conditions. 

·      An advantage

  • Knowledge / Certifications - AWS Cloud services / MS Azure
  • knowledge in databases – SQL, Scripting
  • Experience in Mobile Cellular world 
  • Experience in SaaS environments - Supporting infrastructure.
  • Knowledge of mobile phone OS (iOS, Android…)
  • Technical Certifications (like CCNA, MCSA…) 

Skills & Qualities

  • Passionate about support, Take the lead attitude, and strive to solve problems for others.
  • Good communication skills (oral and written)
  • 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 a benefit.

 



Office Location:
Vienna


This is a hybrid position, 3 days in office/ 2 days remote in either our Tyson's Corner VA. OR Morristown NJ Office. ONLY LOCAL CANDIDATES TO EITHER OF THOSE LOCATIONS WILL BE CONSIDERED.

Cellebrite is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.

PM19

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