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
Job is Archived
You may have followed an invalid link or the job you are looking for has been archived.
Learn About GoHire