Remote Technical Support Engineer — AI Platform

Cellebrite; Morristown (NJ); Hybrid; USD 60,000 - 90,000; Full time

Job summary

Cellebrite is seeking a Technical Customer Support Engineer for remote work in the Pacific Time zone or a hybrid arrangement from the Morristown, NJ office. You will provide technical support for Cellebrite software solutions to Americas customers, troubleshoot issues, and ensure timely case resolution.

The role requires hands-on Windows and networking skills, 2+ years in technical support and in supporting application software, plus strong communication and problem-solving abilities.

Qualifications

• Hands-on Windows workstation/application support (Advanced)
• Networking knowledge (Intermediate)
• At least 2 years in technical/IT support
• At least 2 years in supporting application software solutions
• Excellent problem-solving and follow-through in individual and group settings
• Strong written and verbal communication, customer-focused
• Proven customer-facing experience with technical orientation
• Ability to learn quickly as technology evolves
• Responsible with case handling from open to close
• Ability to multitask under pressure

Responsibilities

• Troubleshoot and resolve technical issues on Cellebrite solutions for customers using Phone, Email, and Chat; manage cases in CRM.
• Handle cases remotely and adhere to SLA/KPI.
• Maintain high CSAT by engaging with customers and partners to diagnose and resolve issues.
• Collaborate with internal teams to ensure timely resolution and proper communication.
• Monitor and document problem details and steps taken for future reference.

Skills

Windows support

Networking

Customer support

Problem solving

Communication

Multitasking

Tools

CRM (Salesforce)

Monday.com

SQL

Job description

Cellebrite is seeking a Technical Customer Support Engineer for remote work in the Pacific Time zone or a hybrid arrangement from the Morristown, NJ office. You will provide technical support for Cellebrite software solutions to Americas customers, troubleshoot issues, and ensure timely case resolution.

The role requires hands-on Windows and networking skills, 2+ years in technical support and in supporting application software, plus strong communication and problem-solving abilities.