Technical Support Engineer

Description

Company Overview:

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 globally, Cellebrite’s Digital Intelligence platform and solutions transform how customers collect, review, analyze, and manage investigative digital data in legally sanctioned investigations.

Position Overview:

Cellebrite is looking for a Technical Customer Support Engineer based in New Delhi 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 India
• 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.

Requirements:

A must:

• With India citizenship, able to work in New Delhi office
• Could speak native Hindi and communicate in English
• With driving license or able to travel when needed
• Be flexible in working hours when needed
• Be proactive and approachable, fast in response
• 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
• 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
• o  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:

• Able to speak additional languages in India
• 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.