Cellebrite is looking for Tier 2 Technical Support Engineer based in New Jersey, with strong technical background to work closely with customers, support teams and sales managers in Cellebrite.

·      Troubleshoot and resolve case escalations from the Tier 1 team

·      Handle customer technical support cases using call/email/chat, use CRM to manage cases both remotely and onsite

·      Troubleshoot and fix technical issues on Cellebrite products for customers

·      Directly communicate to customers or partners during troubleshooting and issue fixing

·      Report to regional technical support manager, follow lead of global technical support team

·      Follow SLA & KPI, improve technical support quality

·      Working hour is standard office hours 8 x 5

Requirements: 

·      A must

o  Hands on experience with:

§ Windows OS (XP, 7,8,10)

§ Deep understanding of operating systems

§ Computers and technology environment

§ MS Office applications

§ Good Networking knowledge and experience (TCP/IP, DNS, File Sharing and Mapping)

§ CRM ticketing systems

o  At least 3 years of Experience in technical support or IT support

o  Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations

o  Outstanding communication skills, both written and verbal

o  Proven customer service experience with technical orientation

o  Fast learning skills with the ability to adapt to this position

o  Responsible, able to handle support case from open to close

o  Ability to function appropriately under stressful conditions.

o  Travel to customer locations for onsite troubleshooting/repair

o  Travel to Israel for periodical trainings

·      An advantage

o  Knowledge and experience in cellular technology, cell phones

o  Knowledge of mobile phone OS (iOS, Android…)

o  Technical Certifications (e.g. CCNA, MCSA…)

o  Work experience using Linux

o  Knowledge of SQL, Python or Hex databases

o  Work experience using Cellebrite or other forensic software

o  Server configuration and deployment

o  Digital Forensics/Computer Science degree

o  Ability to work flexible hours

Skills & Qualities

·      Passionate about support, being in the front line and solving problems for others

·      Good communication skills (oral and written)

Ability to work both in a team environment and individually