Technical Support SaaS Representative

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

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 representative for Remote work residing in the Mountain or Pacific time zone(s). This candidate will have technical customer support background and experience in supporting consumers of SaaS Solutions.Support to resolve technical issues on Cellebrite SaaS based solutions for our customers, use Phone / E-mail / Chat services to support customers, use CRM for Case managementHigh CSAT mindset with strong engagement skills, enabling direct interaction with customers or partners through troubleshooting to issue resolutionCooperate and communicate closely with internal teams within Cellebrite.Adhere and assure compliance with established SLA & KPI.Requirements:A Musto At least 2 years’ hands on experience with Windows Workstation providing SaaS Browser based Application Supporto Excellent problem-solving skills and follow-through in both one-on-one and group situations.o Outstanding Soft Skills, communication on both written and verbalo Proven customer experience with technical orientationo Fast and Agile learning skills as our technology evolves constantly and quicklyo Responsible personality to handle support cases from open to close.o Ability to be agile and multitask successfully under fast paced conditions.An advantage:o Practical Use with AI Tooling / Technologies (Claude, ChatGPT, Copilot)o Knowledge / Certifications – CompTIA A+, Network+o Proven experience in SaaS environments – focusing on Supporting end user functionalityo Knowledge of mobile phone OS (iOS, Android…)Skills & Qualitieso Passionate about support and helping customers, Take the lead attitude, and strive to solve problems for others.o Great communication skills (oral and written)o Hold yourself accountable, High level of responsibilityo Ability to work both in a team environment and individually.o Coordination skills in Project, Monday Board, SalesforceLanguages & Other Requirementso Native English Spoken and Writteno Spanish and / or Portuguese would be Highly beneficial. n empty job that is used for creating requisitions 'from scratch'Office Location:Remote