Cellebrite is the global leader in partnering with public and private organizations to transform how data is managed in investigations to protect and save lives, accelerate justice and ensure data privacy. We aid organizations in mastering the complexities of legally sanctioned digital investigations with an award-winning Case-to-Closure Platform to unify the investigative lifecycle and manage digital evidence.
Our technology helps convict bad actors and bring justice to victims of crimes, including child exploitation, homicides, sexual assault, mass violence, drug and human trafficking, fraud and financial crimes. Our industry-leading solutions, services and world-class training are built and designed to help our customers improve public safety, help victims reclaim their lives and uncover the truth buried within each investigation.
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.
Required Qualification/ Experience-
Applicant must have 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
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
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.
An added 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
Check here for more details & job applications
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