Technical Support Expert

About Cellebrite:

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.

About the role:

Tier 3 Technical Support is the highest level of product expertise within the Technical Support Organization. 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. Requiring a high level of technical expertise.

Technical Support Expert- Tier 3 is responsible for the following:

• Provide expert tips, advice, and solutions
• Troubleshoot technically complex issues
• Continually push for product improvements

The following personal traits are required:

• Methodical, structured, and organized
• Patient and eager to help (both internal/external customers)
• Strong desire to learn and develop personal expertise
• Strong desire to help others develop expertise
• Highly motivated with a “take ownership” attitude

Essential duties and responsibilities:

• Provide technical expertise to group members
• Troubleshoot, investigate, reproduce issues
• Manage bugs with R&D to ensure timely fixes in minor/major releases
• Establish and maintain processes, procedures, documentation

Requirements:

• At least three years in a technical support role
• Hands-on technical expertise in any of the following areas:

1. Operating systems (Windows/Linux/Android/iOS)
2. Scripting and coding (bash/Python/C#)
3. Computer forensics
4. Cellebrite products
5. File and database structures
6. Analysis tools (HEX reader, SQL)

• Strong analytical and problem-solving skills
• Excellent written communication and verbal skills
• Experience with debugging, troubleshooting, and reproducing issues in lab
• Experience with providing solutions and workarounds