Cellebrite Technical Customer Support - Tier 

United States, District of Columbia 

111779015

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.