Technical Customer Support Engineer

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. 

Position Overview:

Cellebrite is looking for a Technical Customer Support Engineer based in Singapore 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 Singapore.
• 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.

A must

• Singapore citizen.
• Holding current security clearance with Singapore authorities or previously held clearance (not more than 2 years expired).
• Excellent English speaker.
• 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.
• 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.
• 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

• 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.

**Cellebrite is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law.