דרושים Technical Customer Support Engineer ב-Cellebrite ב-סינגפור

Position Overview:

Key Responsibilities:

• Work directly with the company’s largest service providers and corporate customers to ensure solution adoption and customer success through product training and building relationships with key technical personnel.
• Collaborate with Sales Managers and Solutions Engineers to understand and prioritize customer technical business needs and use cases for Cellebrite’s solutions.
• Conduct quarterly meetings with key accounts to ensure business needs are being met with our solutions, while exploring opportunities for expansion within the account.
• Gather feedback from designated customers on Cellebrite solutions, including areas of success, improvement, and future enhancements. Provide that feedback to Product Management, Marketing, and Engineering.
• Serve as a point of escalation for unresolved technical support issues, coordinating with the Support team, customer, and various other internal resources to resolve incidents and ensure customer satisfaction.
• Ensure smooth and effective onboarding by demonstrating solution capabilities and helping maximize product value for new customers.
• Regular travel to customer sites as necessary, Prepare reports and documentation in support of the above activities.

Qualifications:

• Bachelor’s degree in a relevant field is nice to have but not mandatory.
• 3-5 years of experience in customer success, program/project management, or a related field within the technology industry.
• Experience working with pre/post technical sales and a strong understanding of customer success best practices.
• Background in telecommunications, mobile devices, IT security, and networking
• Experience working within the police as an investigations supervisor or senior investigators is a significant advantage.
• Experience working in a global environment and with law enforcement or governmental agencies is a significant advantage.
• Exceptional leadership, communication, and interpersonal skills, with the ability to build strong relationships at all levels.
• Strong analytical skills and a demonstrated creative problem-solving approach.
• Passionate about customer experience and success, with a proven track record of driving customer satisfaction and retention.
• Highly organized, with the ability to work cross-functionally in a dynamic environment.
• Fluent in English; proficiency in other languages is an advantage.
• Willingness to travel within the APAC and occasionally internationally (~40%).

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• A collaborative and innovative work environment.
• The chance to work with cutting-edge technology and make a significant impact on public safety and justice.

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.