Technical Support Engineer

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

About Cellebrite

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.

About Cellebrite

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.

About Cellebrite

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 remotely working in the Pacific Time zone or Hybrid from Morristown NJ office . This candidate will have technical support background and experience supporting software solutions for our Americas customers.

• Troubleshoot to resolve technical issues on Cellebrite solutions for our customers, use Phone / E-mail / Chat services to support customers, use CRM for Case management
• Handle cases remotely.
• High CSAT mindset with strong engagement skills, enabling direct interaction with customers or partners through troubleshooting and issue resolution
• Cooperate and communicate closely with all internal teams within Cellebrite.
• Adhere and assure compliance with established SLA & KPI.

Requirements

Hands on experience with:

• Windows Workstation / application support -Advanced
• Networking services and products -Intermediate
• At least 2 years of experience in technical support or IT support
• At least 2 years of experience in supporting Application Software solutions
• Excellent hands-on problem-solving skills and follow through in both one-on-one and group situations.
• Outstanding Soft Skills, communication on both written and verbal
• Proven customer experience with technical orientation
• Fast and Agile learning skills as our technology evolves constantly and quickly
• Responsible personality to handle support cases from open to close.
• Ability to Multitask and function appropriately under stressful conditions.

An advantage

• Practical Use with AI Tooling / Technologies (Claude, ChatGPT, Copilot)
• Knowledge / Certifications – AWS/ MS Cloud services / CCNA / MCSA etc.)
• knowledge in databases – SQL, Scripting
• Experience in Mobile Cellular world
• Experience in SaaS environments - Supporting infrastructure.
• Knowledge of mobile phone OS (iOS, Android…)

Skills & Qualities

• Passionate about support and helping customers, Take the lead attitude, and strive to solve problems for others.
• Good communication skills (oral and written)
• Hold Yourself accountable, High level of responsibility
• Ability to work both in a team environment and individually.
• Coordination skills in Project, Monday Board, Salesforce

Languages & Other Requirements

• Native English Spoken and Written
• Spanish and / or Portuguese would be Highly beneficial.

Requirements: