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 Tokyo, 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 focus to customers in Japan.
- Report to Regional Technical Customer Support Manager and be part of 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:
- Based in Tokyo
- Excellent English and Japanese speaker
- At least 3 years of high-level Technical Support experience
- Good knowledge and experience with Windows OS
- Familiar with computer technology and 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 whilst maintaining high quality customer service soft skills
- Ability to adapt in a fast-paced environment and 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 acquire 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 in the frontline and solving problems for others.
- Organize, process oriented.
- Approachable and helpful.
- Knows how to establish objectives and drives to meet them.
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What We Do
Cellebrite is the leader in digital intelligence and investigative analytics, partnering with public and private organizations to transform how they manage data in investigations to accelerate justice and ensure data security.
