Remote SaaS Technical Support Specialist

Cellebrite; Tysons (VA); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Remote work

Job summary

Cellebrite is seeking a Technical Customer Support representative for remote work, preferably in Mountain or Pacific time zones. The role involves supporting SaaS-based solutions, resolving technical issues, and maintaining high CSAT through strong communication and problem-solving.

You will interact with customers via phone, email, and chat while using CRM to manage cases. Ideal candidates have at least 2 years of Windows-based SaaS support experience, excellent written and verbal English, and

Qualifications

• 2+ years hands-on experience with Windows Workstation supporting SaaS/browser-based applications.
• Strong problem-solving and follow-through in one-on-one and group settings.
• Proven customer experience with technical orientation and excellent communication skills.

Responsibilities

• Provide technical customer support for Cellebrite SaaS solutions via phone, email, and chat.
• Use CRM for case management and ensure timely resolution within SLA/KPI targets.
• Coordinate with internal teams and adapt to evolving technology.

Skills

Windows OS

SaaS support

Customer support

Communication

Problem-solving

Multitasking

Fast learning

Education

CompTIA A+

CompTIA Network+

Tools

CRM systems (Salesforce)

AI tooling (ChatGPT/Copilot)

MonDay Board / Monday.com

Job description

Cellebrite is seeking a Technical Customer Support representative for remote work, preferably in Mountain or Pacific time zones. The role involves supporting SaaS-based solutions, resolving technical issues, and maintaining high CSAT through strong communication and problem-solving.

You will interact with customers via phone, email, and chat while using CRM to manage cases. Ideal candidates have at least 2 years of Windows-based SaaS support experience, excellent written and verbal English, and