Job Details: Technical Support Engineer Date: Mar 16 2023

Job Tools

Responsibilities:

Assist and provide technical support to field issues generated by Cellebrite customers via web, phone, email, chat, forums and on site (when needed)
Support customers on Windows XP, 7, 8 and newer versions, as well as mobile OS (iOS, Android, Windows phone etc) using remote support/management tools (e.g. TeamViewer)
Reproduce technical field issues and identifying root cause of issues
Collect customer experience, log files, screen shots and any other relevant information to support complete and satisfactory case resolution
Open, track, maintain and close issues in the CRM system
Author and maintain technical knowledgebase articles for internal and external usage
Become a single point of contact to the customer for any of the technical support-related issues, and provide workarounds as needed until a permanent solution is delivered – all the time maintaining complete ownership of the customer’s case
Field-Test solutions provided by R&D before customer deployment
Assist with licensing issues, interfacing directly with customer representatives and internal Cellebrite departments
Escalate issues to QA and R&D as needed, following up with the escalated party and customer to ensure complete case closure and customer satisfaction
Assembly/Disassembly of Cellebrite hardware, replacing components as needed
Load and flash software on Cellebrite hardware - Identifying and troubleshooting software and connectivity issues
Coordinate with other repair techs and peers, locally and globally
Identifying any customer needs (above and beyond technical support) and escalating them to Sales/Sales Operations

Requirements:

Must have’s:

Working experience using digital forensic software
Mobile support (2+ years supporting iOS/Android/Blackberry/Windows-based handsets)
Team player as well as strong self-starter
4-year degree, preferable in a technical major, or equivalent & relevant experience
Relevant experience with a CRM/ticketing system
Heavy volume contact center experience (agent/supervisor)
Proven experience supporting different user types (especially external customers) resolving technical issues of varying complexity.
Strong, proven problem-solving skills
Strong, proven people’s skills
Organized and detail oriented
Ability to learn complicated technical material quickly and desire to grow fast professionally
Fluent in English (Spanish/Portuguese a plus)
Desire to work in a dynamic, fast going environment of an industry leader, with outstanding learning opportunities and excellent growth potential; motivation to provide the best industry standard technical support to our customer base
Interest in joining the world leader in mobile & digital forensics, a company that actually does help make the world a better place.

Advantage:

Ability to work in a flexible/rotating shif
Computer/Mobile forensic experience/degree
Law enforcement or Forensic background