Tier 3 Technical Customer Support

Description:

Company Overview: 

Cellebrite’s (Nasdaq: CLBT) mission is to enable its global customers to protect and save lives by enhancing digital investigations and intelligence gathering to accelerate justice in communities around the world. Cellebrite’s AI-powered Digital Investigation Platform enables customers to lawfully access, collect, analyze and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organizations, intelligence agencies and businesses rely on Cellebrite’s digital forensic and investigative solutions—available via cloud, on-premises and hybrid deployments—to close cases faster and safeguard communities. To learn more, visit us at www.cellebrite.com, https://investors.cellebrite.com/investors and find us on social media @Cellebrite. 

Position Overview:

Tier 3 is the highest level of product expertise within the Cellebrite Technical Support Organization. Suitable candidates must be motivated to take on a technical leadership role as the Cellebrite SME for the Inseyets UFED product and actively participate in expert forums in Cellebrite and in the broader forensic community. Suitable candidates must demonstrate a passion for initiating and leading activities that build relationships and generate engagement with customers, for example: Webinars, User Forums, Expert Communities.

Key Responsibilities:

The Tier 3 engineer is capable of troubleshooting and resolving the most complicated issues and working closely with end customers, QA, R&D, and Product Management. The Tier 3 engineer is responsible for the following:

• Train and enrich Cellebrite personnel
• Represent Cellebrite Support on digital forensic forums
• Provide expert tips, advice, and solutions
• Troubleshoot technically complex issues
• Continually push for product improvements
• Manage bugs with R&D to ensure timely fixes in minor/major releases
• Establish and maintain processes, procedures, documentation

• 3 - 4 years of experience in technical support or similar roles
• Hands-on technical expertise in any of the following area:

-Operating systems (Windows/Linux/Android/iOS)

-Scripting and coding (bash/Python/C#)

-File and database structures

-Analysis tools (HEX reader, SQL)

• Strong analytical and problem-solving skills
• Excellent written communication and verbal skills
• Experience performing bug investigations and root cause analysis and communicating findings to both technical and non-technical audiences.
• Experience with providing solutions and workarounds.
• At least three years in a digital forensics role with a law enforcement agency – advantage
• Experience with Cellebrite products - advantage