Technical Support Engineer

Technical Customer Support EngineerCellebrite is looking for a Technical Customer Support Engineer based remotely working in the Pacific Time zone or Hybrid from Morristown NJ office. This candidate will have technical support background and experience supporting software solutions for our Americas customers.Responsibilities:Troubleshoot to resolve technical issues on Cellebrite solutions for our customers, use Phone / E-mail / Chat services to support customers, use CRM for Case managementHandle cases remotely.High CSAT mindset with strong engagement skills, enabling direct interaction with customers or partners through troubleshooting and issue resolutionCooperate and communicate closely with all internal teams within Cellebrite.Adhere and assure compliance with established SLA & KPI.Requirements:Hands on experience with:Windows Workstation / application support -AdvancedNetworking services and products -IntermediateAt least 2 years of experience in technical support or IT supportAt least 2 years of experience in supporting Application Software solutionsExcellent hands-on problem-solving skills and follow through in both one-on-one and group situations.Outstanding Soft Skills, communication on both written and verbalProven customer experience with technical orientationFast and Agile learning skills as our technology evolves constantly and quicklyResponsible personality to handle support cases from open to close.Ability to Multitask and function appropriately under stressful conditions.An advantage:Practical Use with AI Tooling / Technologies (Claude, ChatGPT, Copilot)Knowledge / Certifications – AWS/ MS Cloud services / CCNA / MCSA etc.)Knowledge in databases – SQL, ScriptingExperience in Mobile Cellular worldExperience in SaaS environments - Supporting infrastructure.Knowledge of mobile phone OS (iOS, Android…)Skills & Qualities:Passionate about support and helping customers, Take the lead attitude, and strive to solve problems for others.Good communication skills (oral and written)Hold Yourself accountable, High level of responsibilityAbility to work both in a team environment and individually.Coordination skills in Project, Monday Board, SalesforceLanguages & Other RequirementsNative English Spoken and WrittenSpanish and / or Portuguese would be Highly beneficial.