Job description

Description

Company Overview:

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.

Position Overview:

Cellebrite is looking for a Technical Customer Support Engineer based in New Delhi with a strong technical background and hands-on capabilities to work closely with customers and teams in Cellebrite.

Provide support to customers in Asia Pacific, with a focus on customers in India
Report to the Regional Technical Customer Support Manager and be part of the Global Technical Customer Support team.
Handle technical customer support cases via call/email/chat channels.
Use CRM to manage cases both remotely and onsite.
Troubleshoot and fix technical issues of Cellebrite products for customers.
Directly communicate with customers or partners during troubleshooting progress till resolution.
Follow SLA & KPI, enhance and maintain high-quality technical customer support.
Flexible with working hours when necessary.
Customer site visits from time to time.

Requirements:

A must:

With India citizenship, able to work in New Delhi office
Could speak native Hindi and communicate in English
With driving license or able to travel when needed
Be flexible in working hours when needed
Be proactive and approachable, fast in response
Excellent coordination, multi-tasking, and problem-solving skills
Excellent communication skills, able to communicate well between various teams, management and customers
Ability to work independently and in group
Ability to manage tough and stressful situations in a calm manner
At least 3 years of high-level Technical Support experience
Good knowledge and experience with Windows OS and/or other OS
Familiar with computer technology, network and systems
Familiar with Red Hat or other Linux systems
o Ability to provide support while maintaining high-quality customer service soft skills
Ability to adapt to a fast-paced environment and the demands of this position
Fast learner, ability to pick up new knowledge and skills quickly
Takes ownership and responsibility of cases from open till resolved
Travel to customer locations for onsite troubleshooting/fix implementation when required

An advantage:

Able to speak additional languages in India
Experience with CRM ticketing systems
Knowledge and experience in mobile phones and cellular technology
Knowledge of mobile phones OS (iOS, Android…)
Knowledge and experience in Linux and MacOS
Have acquired Technical Certifications (e.g., CCNA, MCSA…)
Knowledge of SQL, Python, or Hex databases
Experience in using Cellebrite or other forensic software
Digital Forensics/Computer Science degree

Skills & Qualities

Excellent positive attitude.
Excellent creative and critical thinking skills.
Passionate about support, being on the frontline, and solving problems for others.
Organize, process-oriented.
Approachable and helpful.
Knows how to establish objectives and drives to meet them.

Required profile