Training Account Specialist jobs at Cellebrite

Responsibilities:

· Design, develop, modify automation processes to deploy large-scale, enterprise-grade applications.

· Partner with R&D, Product Management and Architecture teams to deliver key operational metrics and feedback that support high product availability.

· Investigate reported and suspected outages and other issues.

· Oversee documentation of issues and resolutions. Maintain knowledge base of known issues.

· Produce, oversee production of, and maintain documentation, such as architecture diagrams, System Designs, and Runbooks.

· Work alongside fellow SREs, DevOps Engineers, and developers to solve problems and investigate anomalies.

· Participate in an on-call rotation to help maintain our 99.95% uptime SLO.

Requirements:

· 7+ years of experience working with AWS is required, with a proven track record of building complex infrastructure.

· Strong experience with networking, containerization (Kubernetes) and Linux system administration.

· Deep understanding of Infrastructure as Code (Terraform, Ansible, Cloud Formation etc.)

· Strong experience with Kubernetes preferably with AWS EKS.

· Experience with scaling and maintaining high availability production systems.

· Experience with DevOps release, versioning, build management, automation scripts, CI tools such as GitHub actions.

· Excellent verbal and written communication skills in English.

· Serve as a guide to the team and provide the best practices as a DevOps Tech Lead.

· Must be a U.S. Citizen

Responsibilities:

• Negotiate all facets of renewal contracts. Develop win/win negotiation strategies that maximize contract value while enhancing the customer relationship.
• Identify customer needs and demonstrate account management capabilities to guide renewal closure.
• Maintain an understanding of Cellebrite licensing models to provide both sales and customers assistance in licensing discussions.
• Monitor customer health metrics to identify risks. Develop risk mitigation strategies and guide appropriate actions with partner teams.
• Work with wider team to provide regular and accurate updates on renewal status to management and escalate when needed.
• Connect with customers on multi-year contracts to ensure continued engagement and customer value realization.
• Present renewal proposal and options and notify customers of contract expirations and updates.
• Work with Legal, Deals Desk and Sales Operations to resolve complex issues regarding approval and finalization of executable deals.
• Partner with our Customer Success organization to review customer value achievement to achieve customer product adoption and high use.

• 3 + years demonstrated success in a Renewal Account Management or Inside Sales Executive role, preferably in the Federal – DOJ space
• Experience leading customer retention and adoption of a SaaS product for complex accounts/territories.
• BS Degree or equivalent work experience
• Experience managing contract renewal process and working with Salesforce and Salesforce CPQ
• Experience working in a team environment that requires feedback and interaction with multiple internal and external stakeholders
• Sales Metrics-driven – pipeline building, accurate forecasting, continued attainment of 100% of targets
• Motivated: you are a self-starter & eager to learn
• Accountability: you take full ownership in your role; you understand that the position is crucial growing Cellebrite business
• This is a Hybrid position but candidates must be located in the VA/DC/MD area for required office visits ( 2 days) in Tysons Corner

Company Overview:

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 , and find us on social media @Cellebrite.

Position Overview:

As an IT & IS Tier 2 Support Specialist, you will provide enterprise-level technical support.

Key Responsibilities:

• Ongoing support for IT services via tickets, walk-ins, telephone, and remote sessions.
• Services supported:

- Windows, Linux, and MAC OS Endpoints: Laptops, desktops, Virtual Machines.

- Office 365,Intune, Active Directory, Okta.

- Network printers and printers server IP telephony, and conferencing equipment.

• Deep troubleshooting of hardware and software issues.
• Research, diagnose, troubleshoot, and identify solutions to end-user issues.
• Follow standard procedures for escalation of unresolved issues.
• On/Offboarding of employees and changes throughout their lifecycle.
• Supporting large company events remotely through Teams and in-person
• Conference Rooms: Troubleshooting and configuration.

• Based on-site in our Petach Tikva office in Israel, with the ability to arrive at the office every day.
• Service-oriented, self-motivated, and a team player.
• Willing to support users in standby/shifts globally.
• Excellent written and verbal communication skills in English and Hebrew.
• Willingness to learn new IT areas and aspects.
• ·Minimum 1 year of experience working as an IT Helpdesk or Technician team, installing,
• Windows 10/11 workstations: Deploying and supporting Windows endpoints.
• MAC OS: Deploying and supporting Windows endpoints.
• Active Directory: Users, computers, and group management.
• Virtual environment: creating and supporting Virtual Machines and Virtual Desktop Interface
• Basic knowledge & troubleshooting of computer hardware.
• Knowledge and experience with SAAS services: Office 365, Exchange, SharePoint.

Advantages:

Knowledge and experience
:

• Linux OS.
• PowerShell.
• Windows Servers.
• DNS, DHCP.
• Jira and Confluence
• Intune
• Microsoft Entra
• Microsoft Azure

Responsibilities:

• You do not mind a challenge or two - you are energized by challenging and diverse situations and always maintain a service-oriented approach. Understanding that no two transactions or individuals are the same, you always adapt and leverage your creative thinking to devise effective solutions. 
• Manage back-office sales process end to end (Quote to Cash).
• Order Management and Order Fulfillment: quote entry; order entry and scheduling; order control: pricing integrity, financial issues, etc.; RMAs and demo management; Pay or Return management.
• You implement Cellebrite’s policies and procedures: acting as the “gate keeper” of the company to make sure the orders and Sales Directors’ requests follow company policies and procedures and take proper steps to intervene and correct if needed.
• Execution and delivery of products to customers.
• Sales Operations: follow up on license renewal dates and manage renewals; be the Sales Director’s “right hand;” point-of-contact for customers regarding any operational/logistical issues; build and issue reports from the system to support the Sales Director’s needs.

· 2-3 years of experience as Sales Coordinator/Sales Operations

· Experienced with order management, shipment handling, and vast interface with Sales Directors and customer’s experience.

· Systems knowledge: Sales Force (or similar CRM) knowledge necessary

· Academic degree preferred but not required.

· Advanced Excel knowledge – a plus

· Adaptive Person

· Commitment & Accountability: Full ownership of the end-to-end back-office sales process. You know that the task is not complete until you have seen it through from start to finish. Additionally, you anticipate all your internal/external customer needs, being initiative-taking rather than reactive.

· Effective Multitasker: you are energized by shifting priorities; engaging multiple projects at once (no problem) without compromising details.

· You thrive and deliver in a high-pressure environment.

· This role will be supporting east coast hours .

Responsibilities:

• Partnering with sales to support new business with current and prospective customers.
• Handling of customer leads and support cases within the company SLA (service level agreement) to increase training revenue.
• Management of an assigned geographic territory which includes end-to-end support of students during standard operating hours and all aspects relating to the delivery of Cellebrite-branded training.
• Generate quotes and process sales orders following the company commercial guidelines.
• Provide effective feedback to training services management regarding process and procedures.
• Attending daily/weekly mandatory meetings to collaborate with internal stakeholders.
• Prioritization of tasks to effectively complete all required job functions.
• Continuous visibility and comprehension of your Sales Force opportunity pipeline, Forecast, and course enrollment numbers.
• Meet required quarterly MBO’s for role.
• Weekly review of territory backlog voucher report to prompt training enrollments and revenue recognition.
• Always exemplifies professionalism and works to become a trusted advisor to customers and partners.
• Occasional travel to conferences, training events or trade shows may be required.
• This is a Remote position working with clients in the US - West territory, Pacific timezone.

• 3+ years of experience in the areas of training coordination, sales operations or customer service/success.
• Proficiency in Salesforce.com
• Strong written and verbal communication skills
• High attention to detail, problem-solving ability, and a proactive approach to work.
• Project management skills with the ability to proactively assess the current state of scheduled classes and communicate with management and outside entities to ensure smooth operation and flawless delivery of training programs of instruction.
• Familiarity with traditional and modern job training methods and techniques.
• Proven ability to complete full sales and deployment cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
• Ability to build and maintain effective relationships with internal stakeholders and external vendors.
• Proficiency in Microsoft Outlook, Excel, Word, and PowerPoint.

Responsibilities:

• You do not mind a challenge or two - you are energized by challenging and diverse situations and always maintain a service-oriented approach. Understanding that no two transactions or individuals are the same, you always adapt and leverage your creative thinking to devise effective solutions. 
• Manage back-office sales process end to end (Quote to Cash).
• Order Management and Order Fulfillment: quote entry; order entry and scheduling; order control: pricing integrity, financial issues, etc.; RMAs and demo management; Pay or Return management.
• You implement Cellebrite’s policies and procedures: acting as the “gate keeper” of the company to make sure the orders and Sales Directors’ requests follow company policies and procedures and take proper steps to intervene and correct if needed.
• Follow up on collection of past due invoices.
• Execution and delivery of products to customers.
• Sales Operations: follow up on license renewal dates and manage renewals; be the Sales Director’s “right hand;” point-of-contact for customers regarding any operational/logistical issues; build and issue reports from the system to support the Sales Director’s needs.

• 2-3 years of experience as Sales Coordinator/Sales Operations
• Experienced with order management, shipment handling, and vast interface with Sales Directors and customer’s experience.
• Systems knowledge: Sales Force (or similar CRM) knowledge necessary
• Academic degree preferred but not required.
• Advanced Excel knowledge – a plus
• Adaptive Person
• Commitment & Accountability: Full ownership of the end-to-end back-office sales process. You know that the task is not complete until you have seen it through from start to finish. Additionally, you anticipate all your internal/external customer needs, being initiative-taking rather than reactive.
• People person & collaborative: you enjoy collaborating with team members and welcome the opportunity to interact with customers.
• Effective Multitasker: you are energized by shifting priorities; engaging multiple projects at once (no problem) without compromising details.
• You thrive and deliver in a high-pressure environment.
• East Coast/Central candidates only

Position Overview:

Cellebrite is looking for a Technical Customer Support Engineer based in Singapore with a strong technical background and hands-on capabilities to work closely with customers and teams in Cellebrite.

• Provide support to customers in Asia Pacific, with a focus on customers in Singapore.
• Report to the Regional Technical Customer Support Manager and be part of the Global Technical Customer Support team.
• Handle technical customer support cases via call/email/chat channels.
• Use CRM to manage cases both remotely and onsite.
• Troubleshoot and fix technical issues of Cellebrite products for customers.
• Directly communicate with customers or partners during troubleshooting progress till resolution.
• Follow SLA & KPI, enhance and maintain high-quality technical customer support.
• Flexible with working hours when necessary.
• Customer site visits from time to time.

A must

• Singapore citizen.
• Holding current security clearance with Singapore authorities or previously held clearance (not more than 2 years expired).
• Excellent English speaker.
• At least 3 years of high-level Technical Support experience .
• Good knowledge and experience with Windows OS and/or other OS.
• Familiar with computer technology, network and systems.
• Familiar with Red Hat or other Linux systems.
• Excellent coordination, multi-tasking, and problem-solving skills.
• Excellent communication skills, able to communicate well between various teams, management and customers.
• Ability to work independently and in group.
• Ability to manage tough and stressful situations in a calm manner.
• Ability to provide support while maintaining high-quality customer service soft skills.
• Ability to adapt to a fast-paced environment and the demands of this position.
• Fast learner, ability to pick up new knowledge and skills quickly.
• Takes ownership and responsibility of cases from open till resolved.
• Travel to customer locations for onsite troubleshooting/fix implementation when required.

An advantage

• Experience with CRM ticketing systems.
• Knowledge and experience in mobile phones and cellular technology.
• Knowledge of mobile phones OS (iOS, Android…).
• Knowledge and experience in Linux and MacOS.
• Have acquired Technical Certifications (e.g., CCNA, MCSA…).
• Knowledge of SQL, Python, or Hex databases.
• Experience in using Cellebrite or other forensic software.
• Digital Forensics/Computer Science degree.

Skills & Qualities

• Excellent positive attitude.
• Excellent creative and critical thinking skills.
• Passionate about support, being on the frontline, and solving problems for others.
• Organize, process-oriented.
• Approachable and helpful.
• Knows how to establish objectives and drives to meet them.