Tier 3 Product Support Expert

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-Alerts.

Position Overview



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, the Tier 3 Technical Support Expert 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

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:

Operating systems (Windows/Linux/Android/iOS)
Scripting and coding (bash/Python/C#)
Computer forensics
Cellebrite products
File and database structures
Analysis tools (HEX reader, SQL)
SaaS support (deployments, releases, incidents)
Cloud/SaaS basics (tenancy, SSO, RBAC, SLAs)
IT/networking basics (TCP/IP, DNS, VPN, proxies, packet capture)
Integrations/connectivity (endpoints, networks, IdPs)
Proficiency with AI tools
Strong analytical and problem-solving skills
Excellent written communication and verbal skills
High level of English- speaking and writing
Experience with debugging, troubleshooting, and reproducing issues in lab
Experience with providing solutions and workarounds.

Office Location:
Petah Tikva